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Zodiac Pool Systems Inc

Phone: (760) 599-9600 Fax: (760) 597-1238 View Additional Phone Numbers 2620 Commerce Way, Vista, CA 92084 http://www.zodiacpoolsystems.com View Additional Web Addresses

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Description

This company offers the sale and warranty of Zodiac, Jandy, Polaris and Nature 2 products.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Zodiac Pool Systems Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Zodiac Pool Systems Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 42 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

42 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 0
Delivery Issues 2
Guarantee/Warranty Issues 14
Problems with Product/Service 24
Total Closed Complaints 42

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Zodiac Pool Systems Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 21, 2000 Business started: 12/09/1999 in CA Business started locally: 12/09/1999 Business under new ownership as of: 12/09/1999 Business incorporated: 12/09/1999 in DE
Type of Entity

Corporation

Business Management
Mr. Bruce Brooks, CEO Mr. Mike Allan, CFO Ms. Jessica McDermott, Customer Support Manager Ms. Tessa McHendry, Director of Marketing
Contact Information
Principal: Mr. Bruce Brooks, CEO
Customer Contact: Ms. Jessica McDermott, Customer Support Manager
Number of Employees

406

Business Category

Swimming Pool Equipment & Supplies Swimming Pool Service & Repair Spas & Hot Tubs - Supplies & Parts

Industry Tips
Contractors

Additional Locations

  • 2620 Commerce Way

    Vista, CA 92084 (800) 822-7933 (760) 599-9600

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  • Guarantee or Warranty

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Additional Phone Numbers

  • (800) 822-7933(Phone)
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Complaint Detail(s)

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Polaris 9550 sport pool cleaner from sunplay.com. I received it on 5-13-14 and used it for the first time today 5-14-14. I have had this cleaner in my pool for over 8 hours and it has not touched the middle of my pool, only cleans the outer edge by the wall. It should clean my whole pool in a couple hours but it doesn't touch the middle. I called sunplay first and they said sorry we cant help you, contact Polaris. I called Polaris and it didn't go well. I spent over a thousand dollars on this cleaner and it doesn't work like it is suppose to. It will not go to the middle unless I use the remote. That is not right, it should go all over the pool. Polaris says use the remote or drop it in the middle of the pool. ( I don't know about anybody else but I have not learned to walk on water so I am not sure how I am suppose to drop it in the middle of the pool) Polaris and sunplay pretty much said I am sorry about your luck but you get to keep something that don't work and we get to keep your money. I am working with my credit card company to get my money back.

Desired Settlement: I am working with my credit card company for a refund

Business Response: Hello BBB,

 
We our tech, and myself  did speak with a Mr. **** ****** concerning a Polaris 9550. Mr ******  daughter has a aboveground pool, this unit is for inground pools. Mr. ****** stated that both Sun Play & Zodiac websites state it will work on aboveground pools ( which it does not, I went to both sights) Mr. ****** then stated that Sun Play told him this unit would work in his pool. I then informed Mr. ****** this is something he was going to have to work out with Sun Play. Mr. ****** then demanded that we refund him his money that he paid for the cleaner. I again informed him that he would have to discuss this with Sun Play. Mr. ****** then became very abusive on the phone, and threatened, to put bad review, all over the Web, and tell the world that Zodiac does not, stand behind our product. Mr ****** began to use foul language, and hung up on me. Below is the transcripts of our notes in his account.  
 
*** 14-MAY-2014 16:08:31  Notes: ******, ***** (*******)  
     Polaris Note: Call was transfered to me as a escalation. I explained to the homeowner **** ****** that we will not refund his money. and he stated the Sunplay.com website stated it worked in vinyl aboveground pool it did not state that. homeowner became angry and started to use abusive  launguage and stated he will plaster bad review all over the website, and then hung up.
*** 14-MAY-2014 16:01:17  Notes: *****, ******* (******)  
     Polaris Note: H/O FATHER **** ****** WAS VERBALLY ABUSIVE TO SUPERVISOR. WE TRYED EXPLAINING THAT THIS CLEANER WAS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL.
*** 14-MAY-2014 15:45:20  Notes: *****, ******* (******)  
     Polaris Note: WENT THROUGH TROUBLESHOOTING, H/O STATED AT THE END OF THE CALL THAT THIS WAS AN ABOVEGROUND POOLS.
*** 14-MAY-2014 15:40:09  Notes: *****, ******* (******)  
     Polaris Note: THEY PURCHASED THIS CLEANER FROM SUN PLAY. THIS ROBOTIC CLEANER IS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL.
*** 14-MAY-2014 15:22:06  Notes: *****, ******* (******)  
     Polaris Note: CLEANING BUT NOT COVERING THE ENTIRE POOL.
*** 14-MAY-2014 15:20:15  Notes: *****, ******* (******)  
     Polaris Note: H/O FATHER CALLED IN AGAIN UPSET. CLEANER WILL NOT CLEAN THE MIDDLE OF THE POOL. I AM TRYING TO ADVISE TROUBLESHOOTING TO RESOLVE ISSUE.
*** 14-MAY-2014 14:56:34  Notes: *****, ******* (******)  
     Polaris Note: NOT CLEANING POOL. SAND, DIRT,  LEAVES. POOL 34' ROUND. CLEANER NOT CLEANING THE DEEP END. STAYING ON THE SHALLOW END. BRUSHES ARE SPINNING, BUT SHE SAYS THAT IT IS NOT CLEANING.
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 

Employees of the bbb, if you were to purchase an $1100.00 item and were not satisfied you would want to return it or replace it with something that that worked. So you call the retailer only to hear they will not take it back or replace it. So you call the manufacturing company, the ones that build it. They tell you that it is more or less your fault because your pool is to dirty or you must be doing something wrong. No offer to replace it or refund my money. In their mind there is no possible way this thing could be defective. Guess what? It is possible. Not every machine that comes out of that warehouse is going to work. Just like not every TV coming out of Best Buy is going to work. I realize this is a no win situation for me but at least consumers who do their homework and look at reviews and reports about a company before they buy will see this report and think twice about dealing with this company. Might save someone a bit of aggravation. No body was ever verbally abusive, frustrated yes. At the end of Andy's conversation he was told I am sorry I can't help you and was told that several times throughout the conversation. He said F YOU and hung up. He did not say the word. He said the letter F and the word you. The website says this cleaner works for ALL POOL SURFACES. All pool surfaces means it works on fiberglass, concrete, vinyl, tile, ect....all pool surfaces! No where on the website does it say will not work in above ground pool and the retailer told me it would work in my pool.

Regards,

******** ******* 

Business Response: Hello BBB,

 
We already responded to this complaint, on  May 16,2014 See Below.
 
*** 16-MAY-2014 16:14:34  Notes: ******, ***** (*******)  
     Polaris Note: Zodiac Response: Hello BBB,
 
We our tech, and myself  did speak with a Mr. **** ****** concerning a Polaris 9550. Mr ******  daughter has a aboveground pool, this unit is for inground pools. Mr. ****** stated that both Sun Play & Zodiac websites state it will work on aboveground pools ( which it does not, I went to both sights) Mr. ****** then stated that Sun Play told him this unit would work in his pool. I then informed Mr. ****** this is something he was going to have to work out with Sun Play. Mr. ****** then demanded that we refund him his money that he paid for the cleaner. I again informed him that he would have to discuss this with Sun Play. Mr. ****** then became very abusive on the phone, and threatened, to put bad review, all over the Web, and tell the world that Zodiac does not, stand behind our product. Mr ****** began to use foul language, and hung up on me. Below is the transcripts of our notes in his account.  
*** 14-MAY-2014 16:08:31  Notes: ******, ***** (*******)  
     Polaris Note: Call was transfered to me as a escalation. I explained to the homeowner **** ****** that we will not refund his money. and he stated the Sunplay.com website stated it worked in vinyl aboveground pool it did not state that. homeowner became angry and started to use abusive  launguage and stated he will plaster bad review all over the website, and then hung up.
*** 14-MAY-2014 16:01:17  Notes: *****, ******* (******)  
     Polaris Note: H/O FATHER **** ****** WAS VERBALLY ABUSIVE TO SUPERVISOR. WE TRYED EXPLAINING THAT THIS CLEANER WAS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL.
*** 14-MAY-2014 15:45:20  Notes: *****, ******* (******)  
     Polaris Note: WENT THROUGH TROUBLESHOOTING, H/O STATED AT THE END OF THE CALL THAT THIS WAS AN ABOVEGROUND POOLS.
14-MAY-2014 15:40:09  Notes: *****, ******* (******)  
     Polaris Note: THEY PURCHASED THIS CLEANER FROM SUN PLAY. THIS ROBOTIC CLEANER IS NOT DESIGNED TO BE USED IN AN ABOVE GROUND POOL.
 
*** 16-MAY-2014 16:00:56  Notes: ******, ***** (*******)  
     Polaris Note: H/o Email : ustomer Information:
******** Shellum 
***** ***** ***  ********* * ** *****
Daytime Phone: ###-###-####
E-mail: ******@***********.net
 
 
The details of this matter are as follows:
Complaint Involves:
Product Issues 
 
Customer?s Statement of the Problem:
I purchased a Polaris 9550 sport pool cleaner from sunplay.com. I received it on 5-13-14 and used it for the first time today 5-14-14. I have had this cleaner in my pool for over 8 hours and it has not touched the middle of my pool, only cleans the outer edge by the wall. It should clean my whole pool in a couple hours but it doesn't touch the middle. I called sunplay first and they said sorry we cant help you, contact Polaris. I called Polaris and it didn't go well. I spent over a thousand dollars on this cleaner and it doesn't work like it is suppose to. It will not go to the middle unless I use the remote. That is not right, it should go all over the pool. Polaris says use the remote or drop it in the middle of the pool. ( I don't know about anybody else but I have not learned to walk on water so I am not sure how I am suppose to drop it in the middle of the pool) Polaris and sunplay pretty much said I am sorry about your luck but you get to keep something that don't work and we get to keep your money. I am working with my credit card company to get my money back.
Complaint Background:
Product/Service: Polaris 9550 sport
Purchase Date: 5/6/2014
Problem Occurred: 5/14/2014
Model: 
Account Number: 
Order Number: 
Talked to Company: 5/14/2014
 
Name of Salesperson:
  
Purchase Price: $1149.95
Disputed Amount: $1149.95 
 
Desired Settlement:                      
I am working with my credit card company for a refund
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Zodiac Vision Pro Nature2 Sanitizer ( SN ********* ) for my pool and I needed a gasket for the cover of the chlorine reservoir. The company I purchased it from does carry it and I couldn't find one anywhere, so on 6/1/14 I emailed Zodiac and got NO response. On 6/3/14 I go on Zodiacs website and chat with a person named ***** ****** and he tells me to email him proof of purchase ( which I did on 6/3/14 ) and he would mail the gasket. On 6/4/14 I email ***** ****** again to make sure he mailed the gasket and once again I get NO response. I sent the above information to Zodiacs email address on 6/7/14 and still to date have not received a response.

Desired Settlement: I would hope that the company would review there policy of dealing with customers and when there employees say they will do something they do it !

Business Response: Hello BBB,

 
We contacted the customer, and apologized for the situation, and our lack of response to Mr. ********s request. We did process the order, and will be shipping it our Fed Ex 2 day. The customer is very happy with the outcome.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased a Jandy Aquapure 1400 salt chlorination system in July of 2005. In Sep of 2009, I had to repurchase their salt cell as the one that came with their system began malfuncitoning. Now the salt cell has gone bad again. Both in Sep 2009 and now I am being denied warranty coverage. Their warranty clearly states "AquaPure Electronic Chlorine Generator Electrolytic Cells carry a five (5) year limited warranty on a prorated basis." This is a direct quote from the manual. I have called them several times on this issue over the last month and a half. I have documented wait times of 22, 26, 35 and 37 minutes and no one answers. I have left messages that are not returned. Their live chat system is either down most of the time or they have no one attending to it as after a 5-10 minute wait in queue the system tells you no one is available. I finally got someone to respond to online chat and he denied warranty coverage despite me giving him clear details as to what the warranty states. I have spent an inordinate amount of time trying to get this issue resolved. In the meantime, I fear damage to my pool and other equipment as it is extremely difficult to keep algae from forming and damaging my pool’s surface.

Desired Settlement: I would like Zodiac to stand behind their product/warranty and repair my salt cell.

Business Response: Hello BBB,

 
I have read the complaint, and review out documentation from the customers account, and spoke to the representative Mr ******* was speaking to. See below for detail of the conversation. We are waiting for proof of purchase from Mr. ******* to verify what warranty he does have. He did mention to our representative, that he purchased a new system in 2009. At this point we are waiting for the customer response. 
 
 *** 18-JUN-2014 07:47:53  Notes: ********, ***** (J********)  
     Polaris Note: H/O CALLED IN REGARDING A 5 YEAR WARRANTY FOR HIS OLD CELL-B09GH0639- AND A SENSOR 172-185 CODE THAT SHOWED UP AFTER HIM PURCHASING A NEW CELL TO REPLC [B09GH0639] CELL. H/O WAS ASKED IF HE AT ANY POINT HAD A TECH OUT ON SITE TO TROUBLESHOOT H/O SAID NO BUT HE DID CALL IN AND WAS GIVEN SERVICE CENTERS IN THE AREA. H/O STATED THAT HE HAD CALLED THE SERVICE CENTERS AND GIVEN HIS 121 ON THE OLD CELL [B09GH0639] THE SERVICE CENTERS TOLD HIM TO JUST REPLC THE CELL. H/O WAS NOT HAPPY ABOUT HAVING A POSSIBLE SENSOR FAILURE AND ALSO NOT HAPPY WITH US LETTING HIM KNOW THAT THE OLD CELL WOULD NOT HAVE A 5 YEAR PRORATION. H/O ASKED ONE OF OUR TECHS [NAME UNKWN] IF WE CAN SEE HIM IN OUR SYSTEM AND TECH SAID NO. H/O WAS NOT CLEAR AS TO HOW THE 5 YEAR WARRANTY WORKED AND WAS TOLD THAT IT IS A 5YR PRORATION ON JUST A BARE CELL NOTHING ELSE-H/O WAS NOT IN OUR SYSTEM PERVIOUS TO THIS ACCT AND WAS TOLD THAT AN ACCT WILL BE CREATED FOR NOTES ONLY NOT FOR WARRANTY DO TO NO PROOF OF PURCHASE FOR OLD CELL [B09GH0639]. H/O STATED THAT HE WILL LOOKED FOR PROOF OF PURCHASE FOR OLD CELL [B09GH0639] AND CALL BACK OR EMAIL. H/O WAS MADE AWARE THAT SINCE HE HAD ALREADY PURCHASED A NEW CELL THAT WE WILL NOT BE ABLE TO REIMBURSE ANYTHING TO HIM BUT WE CAN HONOR THE 5 YEAR PRORATION IF THAT IS SOMETHING HE WOULD LIKE TO DO. H/O IS VERY CLEAR ON ALL WARRANTY AND WAS ALSO TOLD TO CALL A TECH OUT TO HELP FIGURE OUT WHAT THE CAUSE OF HIS NEW ERROR CODES IS. H/O IS AWARE THAT HE MAY HAVE TO PAY FOR SERVICES SINCE IT IS NOT UNDER ANY KIND OF WARRANTY AT THIS POINT OTHER THAN THE NEW CELL.
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: A home pool salt water chlorination system was purchased from Zodiac, with a three-year warranty listed for the salt cell. After a little less than a year, the cell failed, and a replacement part was requested under warranty. Warranty replacement was denied, in a series of emails that started with one speculation on the cause of failure, followed by another assertion that the failure wasn't covered after the first speculation was proven to be in error. Some details from the first reponse: " I've taken a very good look at the picture you sent. This is caused by the cell becoming calcified and cracking the terminal internally. When that happens, water is let out and over a period of time, it causes resistance in the electrical current. As you can see, eventually this causes the prongs to corrode and even crack. Unfortunately, this is not a manufacturer's defect but a result of either water hardness, chemical imbalance, or maintenance or a combination of those. At this point, a new cell will need to be purchased." After a picture showing that none of the speculated calcification has taken place, the response changes to "Unfortuneately, this can't be replaced under warranty. If you go to our website and look at our limited warranty statement you'll find that it states the following; *6. Corrosion, erosion, scaling, calcification or other conditions caused by water hardness, chemical imbalance, or lack of product maintenance.* I'm afraid a new cell will need to be purchased at this time."

Desired Settlement: Replacement or refund

Business Response: *** ********, I apologize for the delay in response. After review of your complaint and the details provided in your communications, we will be providing you with a replacement cell at no cost to you. Your order number for reference is *******. If you have any questions, please feel free to contact me. 

Regards, 

******* *********
Customer Operations Manager
800-822-7933 x****

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******5, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Zodiac pool lighting product called the watercolors LED pool and spa light set. Their advertisement states that these lights will provide "more than 50,000 hours of lighting. Replacing bulbs is a thing of the past!" This one page flyer is full color, 8 1/2 x 11, with the company's logo on it and a photo of the lights. The advertisement was distributed to the pool store I purchased the lights from in Jacksonville, FL in Aug. 2009. I wanted to buy these lights, which are a little under $1,000 in cost for the set, so I wouldn't have to replace them again! So I believed their claim. *****, the Zodiac manager I spoke to today (10/18/2013) said Zodiac will not honor that advertisement and will only stand behind a one year warranty (there are 8,760 hours in a year). I offered to send *****, the manager, the advertisement but she was not interested in seeing what I was looking at and encouraged me to make a claim to the FTC after I suggested it would be an option. So I did today. All affected by this misleading Zodiac advertising please call the Federal Trade Commission at 202-326-2222, they will take the information over the phone. The FTC advised me to make this claim too to the BBB too, which you see here. This type of overtly false advertising must be stopped!

Desired Settlement: I want Zodiac to stand behind the claims made in the advertisement that led to my purchase of this product. I want replacement bulbs now and a lifetime warranty, for my set as long as I am the home owner, non transferrable, to include the costs of professional installation. This way I'll receive "more than 50,000 hours of lighting" and not have to pay for replacing the bulbs...as Zodiac states "replacing bulbs is a thing of the past".

Business Response: Dear BBB,

 
Thank you for contacting Zodiac Pool Systems. I have review Mr. ***** ******* account. I was the supervisor that Mr ******* spoke to on 10/18/13. Mr. ******* was informed by a Zodiac rep, and me that he is 3yr & 9 months out of warranty. Please see attachment of notes that are in our system. In Mr. ******* statement he states " I encouraged him to file a claim with the FTC" this is untrue, as you can read in the attachment of our conversation in the notes from our data base. I have also attached Zodiac's Limited warranty that stated our product will be free from manufacturing defects in material, and workmanship for a period of (1) year from the date of retail purchase. Zodiac has fulfilled its warranty obligation to Mr. *******, and Zodiac will not be replacing his light.  
 
Best Regards
 
***** ******
 
Sent on behalf of ******* *********
Zodiac Pool Systems
2620 Commerce Way
Vista CA, 92081
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[It is amazing to know that ***** has no interest in the false advertising that lured me into purchasing this product.  Even in the manager's rebuttal she makes no inquiry as to what led to this action!  Attached you will find the evidence, which has no writing on the back.  BBB, please attach this to my public complaint when posted to the website, as I could not find a way to attach the file to the initial complaint.  ***** offers a 8700 hour (1 year) warranty while selling customers on greater than 50,000 hours and further stating that changing bulbs is a thing of the past.  In all my 50 years I have not seen such open deception in the marketplace.  The manager did verbally me advise me to contact the FTC when I advised that was my next step but the primary issue at hand is the deceptive marketing tactics. This company seems to be highly confident that their manner of advertising should not be in question. I would recommend they spend some time on the Federal Trade Commission's website]

Regards,

***** *******



Business Response: Dear BBB,

 
We have called the Mr. ******* and resolved the issue. We will be sending him a new light, and proving a 3 yr warranty. As a accommodation we will also be sending him a spa light with no warranty.
 
Regards
 
***** ******
Zodiac Pool System
2620 Commerce Way
Vista CA 92081
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me, which is described as the business sending me one complete, new in box Watercolors LED pool light* with 100 foot cord and 3 year warranty for my large pool and as an accommodation one complete, new in box Watercolors LED spa light** with 100 foot cord and no warranty.   I have the two lights in hand and Lydia at Zodiac agreed to swap out for 12 volt if in fact I do not have 120 volt system.    

Light models in possession are shown here:

*CPHVLEDS100 Jandy Pro Series Color LED Light, Large, 120V, SS, 100'

    **CSHVLEDS100 - Jandy Pro Series Color LED Light, Small, 120V, SS, 100' Cord

Regards,

***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: we purchased a JANDY SALLT WATER SYSTEM BY ZODIAC POOL, EQUIPTMENT, the system does not work, a electrician rep, from zodiac tested the system, and found a bad controlled board, and a bad element to make chlorene from the salt system. several attempts have been made , requesting that zodiac, replacement,our non working salt system, we had to in order for us to use our pool, had to continuously purchase over 1,000 in pool chemicals, because of the falure in the salt system to make chlorine. the electrican said he would replace the parts some month s ago, and there has been no answer from him since that day. the electrican refuses to answer our calls, and zodiac refuses to to comply with there warrantee, this system cost us several thousand dollars,

Desired Settlement: we would like the system replaced , and or the money to purchase another salt water system that works well.

Business Response: Servicing company *** *** Electric ordered parts from Zodiac on September 3, 2013. The Fusion vessel was shipped to *** *** on Fedex tracking # ************ and was delivered on 10/10/2013. The replacement cell kit was shipped on FedEx tracking # ***************, and was delivered on 10/14/2013. Zodiac has met their warranty obligation for this issue. It is Zodiac's recommendation that Mr. ********** contact *** *** to obtain an ETA for the repair. If he has any further questions in regards to the performance of his products, please contact us at ###-###-####. 


Regards, 
 
 
******* *********
Customer Support Manager
Zodiac Pool Systems, Inc. 
2620 Commerce Way
Vista, CA 92081
office: ###-###-####, ext. ****
fax: ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had a problem with my pool salt system. it had a bad sensor. i contacted zodiac by a chat session with mr. **** ******. i explained my problem. i misunderstood his instructions on how to proceed.i went ahead and contacted there local representative to repair the problem. it cost me $434. i then contacted mr ****** and requested a refund for this work. he told me he could not refund any funds before i had permission from zodaic. his chat was as follows "attached is our chat conversation. please e mail me if you have any problem with your new sensor. also reply with your invoice /receipt for the new sensor so we have it on file (we'll may need it in the future). i sent him all information he requested. the repair was made last november. it had failed eleven months later. i left wo voice mails to mr. ******. one on 10 17 and the last one on 10/ 8. mr. ****** will not return my calls.

Desired Settlement: a new cell and sensor.

Business Response:

Dear BBB, Oct 21,2013   11:4 0am

Thank you for contacting Zodiac Pool Systems. I have reviewed our file on Mr. ********. Please see the attachment with all the information showing, and stating that we would not reimburse Mr. ******** for the cost of labor, or purchase of a sensor. We did inform him on Dec 14, 2012 that we would be happy to accommodate him the part (sensor). As Mr. ********, stated in his complaint to the BBB "i misunderstood his instruction on how to proceed". As a good faith gesture Zodiac is still willing to send Mr. ******** a sensor as a onetime accommodation, as previously promised. Please let us know if Mr. ******** would like us to do that. 

Best Regard

***** ****** 

Sent on behalf of ******* *********.
Zodiac Pool Systems
2620 Commerce Way
Vista CA, 92081

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an automatic pool cleaner for my father as he can no longer physically do it himself. The pool cleaner only lasted a couple of weeks and quit. I emailed the companies tech support for help. No one responded. I then called the company I purchased the unit from. They got me in touch with someone at the company who emailed me shipping labels to send the machine out for repair. I had to ship the machine out to NJ for repair instead of having it replaced. I was not happy that a brand new machine wouldn't be replaced. Secondly I sent the machine out and with the information that it would take 4-8 days. It is going on 3 weeks and still no cleaner. When I call Zodiac pools for an update the wait time is 45 minutes before anyone answers the phone. The gentleman that did answer couldn't find my order and asked if I would hold for a minute. The gentleman didn't place me on hold, he just sent my call back to the begining. I just don't know what to do at this point. In Michigan the summers are short and the pool cleaner we spent almost $1,100 on is gone and nowhere to be found. Please help, *****

Desired Settlement: I feel like the machine I purchased was a lemon. I have purchased two other machines for family members that are still working fine in the same conditions. I would like my machine replaced with a new one as soon as possible.

Business Response: Mr. *****,


I have made multiple attempts to contact you, leaving various messages and no luck, we appear to continue crossing paths. I contacted the service company and expedited the work as well as they shipment on your product. I am hoping that all is well as you have not contacted me since the cleaner arrived. As of now we consider this claim closed. Should you have any further issues please feel free to contact us, thank you and have a great day.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

My name is ***** *****.  I had sent in a complaint about Zodiac Pool Systems earlier this month. 

The company repaired a new Polaris F9400 cleaner that broke down weeks after purchase.  I was upset that such a new product wouldn’t be replaced. Instead it was sent out to NJ for repairs which took a very long time. The company won’t return phone calls or emails in a timely matter.  Also, we own a second one of the cleaners that works fine under the same conditions. 

 I feel that I received a lemon and would like it replaced.  I will not accept anything less.  I will not have this machine sent out to NJ for the rest of the summer just to get back a faulty machine. I would like a new unit sent to me with a return label to mail the faulty unit back.  

Best regards,


***** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

****,

I do not except zodiak pool sysems response. I have tried to reach them over and over with no luck.  ******* the manager won't return my phone calls.  I have used the machine according to the manufacturers specifications.  When I sent the machine out for repair it was personally cleaned by me.  In zodiaks response she states the the unit canister was plugged.  The is a blatant statement because there was not one thing in the canister when I mailed it out.  Also, she claims that parts were replaced.  I did not recieve anything from the repair shop stating they replaced anything.  I feel ******* is lying to get out of replacing and obviously defective machine.  The other machine I purchased is working fine under the same conditions.   The machines are being taken care of and maintained on a daily basis.

I do not accept,

*****

Regards,

***** *****

Business Response:

To whom it may concern,

We have reviewed the customers account information in reference to their F9400.  The unit was initially sent to a service center JPS Pool and Spa Services for repair. Amongst arrival to the service center the unit was inspected and repaired. JPS determined that the unit had a dirty/clogged canister and the propeller and motor shaft where entangled with hair and debris. The unit was then cleaned and the following parts where replaced motor, cable and canister. The repairs and parts replaced where accommodated by the service company as this cleaner should have been declined warranty and returned based on the conditions of the unit. The unit failed due to maintenance related issues. As an accommodation we repaired the unit and tested to ensure the unit was running. Note that the clogged canister and entangled hair have the ability to end the motors life span. We have attempted to conduct troubleshooting but this has been declined by Mr. *****.  We are not disputing the fact that the unit may still have an issue and we are more than willing to help get the unit fixed but a warranty replacement is not an option as the original issues the unit encountered where self inflicted for lack of maintenance and therefore not warranty related.  If repair is needed we will need Mr. ***** to contact us direct so that we can conduct simple troubleshooting in order to pin point the issue and have the unit repaired. If Mr. ***** does not contact us we will consider the matter closed. We thank you for your time.

BBB's Final Determination: Complaint was resolved through BBB Arbitration

9/20/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: In May of 2013 I purchased and installed a PLC1400 aguapure cell made by Zodiac Pool Systems Inc. In August of 2013 the cell failed due to manufacturing defect. I contacted the company and spoke with ****** ***** and sent her all of the information she requested including my purchase order and photographs. She later sent me an email that said that the product failed due to "neglect". This was clearly not the case as the cell had only been in service for approximately 3 months. I attempted to contact ****** ***** to discuss the matter further. After multiple calls and requests to talk to her supervisor she finally called me back. At this time she explained that the way i cleaned the cell after the product failure was not done correctly. I explained that the method used to clean was done after and because the cell had failed due to manufacturing defect prior to any cleaning. Her approach was to find a reason not to warranty the product rather than honor the companies warranty for the product. When I explained to her that I would be filing a complaint with the BBB and sending a letter to the CEO of the company she hung up on me.

Desired Settlement: I would like the PLC1400 replaced per the warranty and I would like the company to be made aware of the attitude and actions of there employee ****** *****.

Business Response: We received an email from Mr. ****** in regards to his cell, and have processed a replacement order on order number *******. We intend on sending him a new one, and have the defective cell returned for evaluation. Mr. ****** was satisfied with the resolution. 


******* *********
Customer Support Manager
Zodiac Pool Systems, Inc. 
2620 Commerce Way
Vista, CA 92081
****************************
office: (800) 822-7933, ext. ****
fax: (760) 477-6230

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received a phone call from a representative of Zodiac stating that a replacement part was being overnighted to me the same day I originally submitted my complaint to the BBB. At this time I have not received any package containing the replacement part. 

Regards,

****** ******

Business Response: To whom it may concern,


I have spoken to Mr. ******, the cell will be arriving on Monday, he has been provided with the tracking information. Should you have any additional questions please contact me, thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased an Iaqualink IQ900RS pool controller from Poolsupplyunlimited.com I had a licensed pool contractor install it but it would not work. I called Zodiac and spoke to ****** at Zodiac who attempted to troubleshoot the issue over the phone. It did not work so my pool contractor brought another identical unit, bought locally, to install. It worked correctly. Both units were brand new. I returned the first unit to the retailer, who refused to give me a refund, saying that Zodiac needed to issue an RMA number or they would lose the cost of the unit. I have repeated called and emailed Zodiac who have refused to honor the warranty on their controller and have refused to issue a Return Authorization to the retailer.

Business Response: To whom it may concern,

We have spoken to Mr. ****** as well as the retailer regarding the pending claim. The retailer has given Mr. ****** a full refund as shown below. Mr. ****** is satisfied with the outcome. Please contact me should you have any further questions.

Order Date: 3/28/2013 5:11:36 PM
Order Number: ********
Shipping Address:
***** ******
**** ****** ********* ** * ***
******** ** *****
 
 
 
Summary of Items Affected In Your Order
 
 
Item
Description
Quantity
Price
140331
Zodiac iAquaLink Automation System with AquaLink RS Revision C-MMM PCB Upgrade IQ900-RS
1
$479.94
 
 
 
 
Subtotal
$479.94
 
Shipping
$0.00
 
Tax
$0.00
 
Restocking Fee
- $0.00
 
Total Credit
$479.94
 
 
 
For your most current order information, check your order status.

If you have questions, please call us at 1-888-836-6025.

Sincerely,

Pool Supply Unlimited Customer Service
poolsupplyunlimited.com

Consumer Response:

******* from Zodiac handled this matter efficiently and professionally and I am satisfied with the resolution.  I’d like to reiterate that the main issue was the business practices of the reseller, and although I do not completely agree with Zodiac’s return policies, I do understand their perspective.  Their customer service/tech support has continued to be helpful.
 
Thanks
 
*****

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I purchased a pool cleaner from ******** ***** ********* in May the y advertised a rebate of 100.00 on a barracuda T5 pool cleaner .n othing was saidabout the time to apply for the rebate I have tried numerous times to reach the company but am always put on hold for 30 minutes or more. Today after a 10 minute wait I got to talk with a representative that informed me that the rebate was for thirty days only .Nothing in the catalogue. stated this.I would like a rebate as promised

Desired Settlement: I WO I would like a rebate as promised

Business Response: Mr. ******,


We have reviewed your claim in regards to your rebate. There appears to be some confusion in regards to the process and the requirements. I have attached a copy of the rebate form for your reference clearly establishing the guidelines as well as the requirements, this includes a statement reading as follows: Required items must be shipped within 30 days of purchase to receive Visa®Rewards Card Rebate.  As an accommodation to you as a loyal customer we can process your request if you provide the completed rebate information and requirements. Please contact me to discuss further details. 800-822-7933 ext **** *******. We hope this meets your needs and look forward to future business. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Polaris 9300xi on June 3rd, 2011. (Serial number ********). I purchased this unit due to having a two year warranty and it appeared to be very durable. In the summer of 2012, one of the wheels broke off and when I contacted customer service they directed me to Pool Care Product in ******** ********** ( **** * ******** ****** ***** ********* ** ***** Phone:###-###-####) . The repair seemed normal and I was only without my cleaner for a couple of weeks. (There should be a recall on the wheels as you can read many online forums that there is a defect in the plastic hub and has to get a wheel replaced.) My reason for this complaint started on May 16th, 2013 when my Polaris 9300 Sport xi stopped working. I called customer service and they provided me a Service Request # of *******. Customer Service again directed me to Pool Care Product in ******** for the repair work. I took my cleaner to Pool care on May 16th and dropped it off. I called several times to get updates to no avail. I contacted customer service several times and spoke with ***** ******** on June 12th and he asked me to recap my experience with Pool Care. I emailed Mr. ******** and he could not verify what the status of cleaner was and he asked me for a order # that I needed to obtain from Pool Care Products. I got the alleged order # from Pool Care and when I forwarded it to Mr. ********, he replied back "Sir, the order # that was given to you does not indicate any order that was placed in your name you have to get the correct order # from the dealer thank you". (Again, this is Zodiac's contracted repair facility and it is up to me to obtain the order number?. I finally received a phone call from Pool Care Product on June 22nd (yes...over a month later) stating my cleaner was ready to be picked up. When I arrived, the new parts that were sent were still in the box. The owner of Pool care advised me that he had "assumed" that the reason I dropped the cleaner off was due to another defective wheel, however I clearly explained my problem to his assistant when I dropped it off. (that is why I took the caddie into the store as well.) He went on to explain that since the issue was internal and probably a bad motor, he could not repair it because he did not have the correct diagnostics, and that Polaris wants too much money for him to buy the diagnostic tools and my cleaner is the only one he has ever seen in his store. I left with no resolution and still a broken cleaner with temperatures well above 100 degrees and no way to clean my pool in the middle of summer. I asked Pool Care if they had a loaner cleaner and was told they do not. On June 24th I emailed Mr. ******** as well as tech support (*****.********@zodiac.com & ***********.*****@zmp-zodiac.com). I explained everything and that I have been without my cleaner for over a month and needed help in determining what to do. (I never heard from technical support nor Mr. ******** again.) On June 26th I contacted customer service and after nearly 40 minutes of being on hold, I finally got a representative named ******* Kelly. Mr. ***** provided me his email address (*******.*****@zodiac.com) and I emailed him my problems and concerns. I heard back from Mr. ***** and he lined me up with another Repair facility near my home. However, once again, the repair facility (Mirage Pool and Spa) does not have the proper diagnostic tool to properly diagnose the problem. During my phone conversation with Mr. ***** I explained to him that I was aware Mirage Pool and Spa did not the proper diagnostic tool either, and that I would be in the same position with Pool Care. I received an email back from Mr. ***** on June 26th and he was aware they did not have the proper diagnostic tool and he forwarded the information on to the Territory rep for my territory and stated it was all up in "Mr. Cruz's hands" if he would be willing to send Mirage the diagnostic box. Once again, I never heard from anyone from Zodiac that I had corresponded with via email or phone, nor technical support whom I contacted per their website and emailed. I finally contacted the store where I purchased my cleaner from, ******** **********, and asked them if they had any direct numbers or contacts as I continued to get blown off and not responded to. I spoke to a gentleman in technical support named ***** and he took all of my information. On June 27th, I received an email from a **** ********, with Zodiac Pool Systems. Mr. ******** emailed me information to send my cleaner to a company in ******* **********, which is approximately 150 miles away. He included two pre-paid shipping labels. On Monday July 1st I went to Fed Ex and paid $15 to package up my cleaner, and shipped it to Pool World in Spokane. On Friday July 5th, I contacted Pool world to ensure they received my cleaner and was told they received it, however the motor was broken and needed to be replaced. The store stated Zodiac advised them that the motor was on back order and would ship on July 9th. I then contacted Zodiac customer service to see if the information was correct and if they could ship the motor sooner, or just send me a new cleaner or a loaner, as it has now been over 51 days without a cleaner. After being on hold for over 45 minutes, I spoke to ****** at customer service. I asked him if he knew the status of my pool cleaner. I advised him that is the reason I was calling him! He stated he thought it had a broken wheel and that the parts were sent out. and he also did not know where my cleaner, he thought it was still with Pool Care Products. I was in shock that they did not have a clue what was wrong with my cleaner, not did they know where it was located. I then asked for a supervisor, and was told she had gone home for the day. I asked for her phone number and ****** got very rude and stated that all he could do was put me thru to her voice mail. I told him I knew everyone there had an extension and that I wanted her phone number and he refused to provide he. He finally me thru to a ******** (assuming this is a fictitious recording where all customers are put thru to as the voice mail box seemed very generic.) We will see if I get a call back as I have requested. Not only am I completely disappointed and extremely frustrated about the lack of customer service, as well as the actual failure of the pool cleaner which I payed over $1,000 for. But the biggest complaint I have and what I am completely exhausted of is, twofold. I can not count the hours I have spent dealing with this company due to their lack of customer service, and secondly, I can not tell you the amount of hours I have spent manually cleaning my pool daily in record heat for nearly two months. (Yes, in 111 degrees heat) I have also had to back flush my filter far too many times and now my pump is strained and it appears I will have to replace it for the second time in two years. I am absolutely furious over the poor quality of the product as well as the lack of help from an alleged customer service department. I am a working professional for a world class transportation company and customer service is my number one priority for my 500 employees in the 5 states I am responsible for. Without a commitment to customer service, we realize we would not be around very long. It appears this company is well on their way to realize what happens when they knowingly ignore their customers and have knowledge of a faulty product and continue to sell it and not try to do the right thing and back up the product they sell.

Desired Settlement: After what I have been through with this company, the only desirable outcome would be a full refund, or a new pool cleaner with an additional two year warranty ***** I assume after reading on all of the posts on line, the product will fail again for sure.

Business Response: Mr. ******,


After our discussion via phone and email I have gone ahead and placed a new order for the 9400 Robotic to include a new 2 year warranty. In placing the order I see that the unit is currently not available unit the end of July. I have gone ahead and upgraded the shipping to a 2nd day so that the order ships once it becomes available. Your order number is *******, please feel free to email me with any questions or concerns. I hope this meets your needs. Thank you and we look forward to future business.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: New Polaris 280 • When not in use, it floats to the top of the water. I have been informed by your company (on several occasions) that this is not normal and the Polaris should never float. The two replacement parts sent did not resolve the issue. The Polaris floats to the top of the water when not in use. • The bag is snagged and will not zip up all the way. • There are small bubbles surround the line at various places.

Desired Settlement: Provide a new Polaris to replace the defective one purchased.

Business Response: Customer had sent me an email directly this morning, and has been contacted advising him that we are replacing his unit. 


Regards, 

******* *********
Customer Support Manager
Zodiac Pool Systems, Inc. 
2620 Commerce Way
Vista, CA 92081
office: ###-###-####, ext. ****
fax: ###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I have had a service issue with Zodiac Pool systems. It is going on 3 months and Zodiac has yet to resolve our issue. My wife and I leave message after message and their reps tell us someone will call us back. No one ever calls us back. My wife and I have to call them time and again then sit on hold for 20 and 30 minutes only to have to repeat our issues with someone different each time. The warranty product they needed to replace they would not send to us as it is their policy but the 2 reps they set us up with were not helpful and only made our issue worse. One rep tried to extort 2k from my wife and I, when we call the Zodiac company to report it they told us they werent liable for the reps they reccommend to us. I have been told for the past 3 weeks that they would have a supervisor call me and to date no one has ever called me. Our pool has not been functional for 3 months and they tell us it isn't their problem. They only cover the part but if the part isn't installed correctly and our system isn't running then it is their responsibility to at least make an effort to help the customer. We spent a lot of money on the Jandy pool systems as we were told they were reliable and stand behind their product and services. 3 months have proven they have the worst business practices and horrible customer service follow up. I have dates times and people I have spoken too since April 22nd. To date I have never been able to speak to a supervisor and we have had to pay out a lot of extra money to try and keep our pool from turining into a swamp. The pool ran great prior to their rep removing the pump but has not been running correctly since, even after they replaced the pump. Zodiac states that is not their problem. I request a supervisor who is empowered to make an executive decision to call me and put themselves in our shoes. I'm sure if it was their 100k investment they would not appreciate being treated as we have since day 1. Our pool and system is less then 1 year old.Than

Desired Settlement: VP level supervisor to call me on my cell ###-###-####. Leave a vaild number I can call back. Compensation for the extra money we have had to pay out for the poor reps they reccommended to us. The length of time it has taken to get this resolved. To help me understand why it is their busines practice not to return their customers calls as promised and timely. Why every time I have every asked to speak with a supervisor no one is ever available. Why supervisors never call back, i left them VM's.

Business Response: Mr. *******,

It was a pleasure speaking to you today. I am truly sorry for the unprofessional treatment you received and hope that our conversation was able to meet your needs. As discussed please provide the filter serial number and cartridges needed as soon as you can and I will get back to you to advise what I can help in. Thank you for your patience and I look forward to a timely resolution. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Zodiac Barracuda MX8 pool cleaner in August of 2012. A major reason I purchased the product was the $100 VISA Gift Card. I received the gift card and gave it to my wife. She forgot about it until she found it in her wallet. We were very surprised to find it was only valid for 90 days. We called and emailed requesting they reissue the card. The company denied our request. This is deceiving. It appears they expect many of us to not read the fine print and wait to use the card and find it expired, thereby placing the extra $100 in their pocket. The State of California has passed laws requiring Gift Certificate Cards not expire. Unfortunately they have not done the same for VISA Gift Cards. 90 days is a very short period of time. Most of the cards we have received are good for a year. Here is their reply:"Re: Please Reissue VISA Reward Show DetailsFromVista, KeyRebates To XXXXX XXXXXX ,Your e-mail regarding the expired Visa Card was forwarded to the manufacturer for their consideration.After review of your claim, we regret to inform you, the manufacturer has declined to re-issue a new card.As stated on the Rebate Offer Terms: Visa Reward Card expires 90 days after issuance.We apologize for any inconvenience, and thank you for choosing Zodiac/Polaris. Sincerely,Zodiac Rebates" Please help getting our card reissued.

Desired Settlement: Please request they reissue the $100 VISA Gift Card to me.

Business Response: Mr. ********,


I have reviewed the information provided as well as the account history. I understand that the card was put away and forgotten, please note that the expiration of the card is noted on the rebate form, the carrier that is received with the card and the expiration is embedded on the card itself. We are no way trying to deceive anyone as we do ensure that this information is readily available on all documents. As an accommodation, because the card has expired I would like to offer a re-issue at 50% of the card value. If you wish to accept the accommodation please let me know and I will have this processed immediately. Thank you and have a great day.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

To: **** *****

I would like to accept the offer from Zodiac.  Please ask them to mail me the new card.  

I appreciate the help from the BBB.

Regards,
*****

Regards,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: new pool installation completed September 2009. Jandy equipment. Zodiac bought Jandy. summer of 2012 salt water chlorinator not working, issued warranty request, supposedly fixed, couple of months later, same problem. notified Tom, service guy, 2 months ago by my pool chemical guy. Did not respond. put complaint on Zodiacs internet site. told that warranty was expired. told them my owners manual clearly stated "5 year prorated warranty" on the chlorinator. they said no. I said yes, faxed them a copy of my owners manual. they still say I have no warranty. unit is not making any chlorine at all and per the error codes, the unit chlorinator cell is not working at all.

Desired Settlement: I have found and purchased a replacement cell, I want Zodiac to reimburse me for it, in full, because, 1. I do have a warranty, and 2, the nonsense and disrespectful no-customer service that they have provided me. $557.91 from pool supply world

Business Response: Mr. ********,


I sincerely apologize for the mis-communication regarding your warranty. After researching your account information it appears that the Apure 1400 was registered August of 2009, since our warranty changed in July of 2009 you were given the straight 3 year warranty on all parts, which is why a sensor was replaced in 2012, without this warranty a senor would not have been replaced but would have needed to be purchased. As I understand you supplied the 5 year prorated warranty and it was not honored because we were already honoring a different warranty. To much confusion we have no issues allowing the prorated warranty you requested and provided documentation on, we have updated your account to reflect this. That said your prorated cost for the cell in the 4th year would have been $566.00 plus shipping and tax. This would have been sold to you by a dealer and not a direct purchase from us as we do not sell direct. If the amount paid for the cell was 557.91 you may be entitled to the difference of $8.09. Please provide an invoice for the cell only purchase price excluding  shipping and tax and we will be happy to issue the difference. There will be no full refund as the prorated warranty is not processed by us but by a dealer. If you would like the difference issued please provide a copy of the invoice. thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

$8 is an insult. I want to make sure others can see what their warranty is worth for this high end pool equipment, it is worth exactly $8.

Regards,

******* ********

Business Response: Mr. ********,


I understand your frustration regarding the mic-communication regarding your warranty but as you can understand the warranty itself pertains to newly purchased units, when purchasing replacement cells they carry a one year warranty. In this case the cell you purchased was almost exact to what the prorated price would have been, this is why I offered to issue the difference. I am sorry that you are not pleased with the outcome. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have the Polaris 9300 Sport....sometime this summer it will be my 3rd year. When I realized the problems during the summers I attempted to contact you via your website e-mail without success. Time goes by and one forgets to f/u....and the next summer is around the corner. Even though the warranty might be running out or already out, I would like to make you aware of my concerns.The unit has never performed as advertised.It does not go up the sides with any consistencydoes not follow a random patter of cleaningprefers to stay at the deep side of the poollikes to flip around on occasionthe mesh on the basket became separated from the sidethis makes it much less effective than advertisedI'm sure newer models have perfected these flaws

Desired Settlement: companies choice.just somewhat disappointed with expensive product and lack of response by e-mail

Business Response: Mr. ******,


I am truly sorry that you have not been able to obtain any support. We have back tracked to see if we have received any emails from the email address provided and do not see any emails from 2012 or 2013. I'd like to have a technician contact you to see if there is any help we can provide, please note that we do not show any history for your unit indicating any issues with your product. We will set up an account based on the information provided and have a technician contact you at the number provided on 06-06-13. We look forward to speaking with you, thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Problems with Product/Service | Complaint Details Unavailable
11/19/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Jandy Legacy LRZ175MN on July 14th 2012 for the spa in our property. The unit started leaking on September 30th, 2012, 11 weeks after it was installed. Shortly thereafter I called the vendor and scheduled a technician to come and service the unit. The technician ******* ******* informed me that he would check in with his office and get back to me as to what will happen with the unit. I never heard back from Mr. *******, he was very hard to track down. I left multiple voice mails and finally got a hold of him just to find out that his superior decided not to honor the warranty. Mr. ******* was not very cooperative. He did not want to give me ANY of his company's contact information. He just asked me for my email and told me that "someone will get back to me with an answer". After searching through other venues I found Mr. *****' contact information and have been emailing him. Mr. ***** does not want to honor the warranty on a unit that is 2 1/2 months old. Our previous spa heater lasted 10+ years.

Desired Settlement: I would like for Zodiac Pools to replace the faulty part that has been leaking in our heater as per the warranty.

Business Response:

Below is the email and attached is the documentation supporting our findings in regards to improper water chemistry.

 

From: **** *****
Sent: Thursday, October 25, 2012 06:12 AM
To: ****** ****** - dplacemiami <***********************>
Cc: ****** ******
Subject: RE: Design place
 

******,

 

Per our conversation earlier this week I have reviewed the information that you have sent me and have determined that the heat exchanger has begun to leak because of excessive corrosion. The nature of the corrosion that we see in the heat exchanger pictures indicates an aggressive water chemistry. The inspection report from the Florida Health Department found that the PH level was at 6.4 on July 19th , which is well below industry standards and is in line with the corrosion that we are seeing that caused the failure .

 

Attached you will find a copy of our Legacy Pool and Spa Heater Installation and operation manual .  If you go to page 31, section 8.1  table 7 “Optimal Water Chemistry Ranges” you will find the APSP recommendations for water chemistry ranges. Also you will find in section 8.1 “Water Chemistry”, that “Zodiac Pools Systems, Inc. does not warrant heat exchangers damaged by corrosive chemical levels or excess dissolved solids in pool or spa water.”

 

I can empathize with you about your rental community being without a heater and the stress that I am sure that is causing but unfortunately we will not be able to cover this repair as it was not a defect of the product and rather was caused by improper water chemistry. If you have any questions please let me know.

 

Best Regards,

 

**** *****

Territory Service Manager/ Florida

Zodiac Pool Systems, Inc.

2620 Commerce Way

Vista, CA 92081

*********************

Baracuda, Jandy, Nature II, Polaris

Office: (800)822-7933, Ext. ****

Fax: *************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is regarding a home swimming pool chlorination system that involves a "salt cell" that essentially is supposed to produce chlorine from salt in the pool water. This is a Jandy-Zodiac product, purchased about a year and half ago through "A Quality Pool Service" in my area of Southlake, TX. (I believe "A Quality" is based in nearby North Richland Hills, TX.. The cost was over $1000. The system has never worked properly. There have been repeated issues of failure of the system to produce chlorine, which has resulted in my having to pay hundreds of dollars to add extra "shock" and chlorine disks to the water. I have had numerous checks of the system performed, and have had regular maintenance performed on the system, but any chlorine production has been intermittent and insufficient. A Jandy-Zodiac rep blames this on alleged failure on my part to maintain the system, but that is totally untue - the system has been maintained as appropriate. (I have had maintenance performed by "A Quality," by another local pool service company, by an independent technician, and by myself over the past year and a half, and this has taken place regularly.) The independent tech has informed me that it's not unknown for these systems not to work properly even though "new" and even though Jandy-Zodiac says they "check out," and he confirmed that there is no maintenance issue that has caused the problem. I previously had a very similar chlorination system that worked fine - for over 5 years - so I know the difference between a good system and the one installed for me last year, and I know what's needed to maintain the system. I believe the system should be regarded as under warranty. Final point: I believe the system that was installed for me may have been something of a "leftover" at "A Quality" -- i.e., I believe they ceased becoming an official Jandy-Zodiac store shortly before my system was installed, although Jandy-Zodiac still purports to support systems installed by "A Quality."

Desired Settlement: 1. Replacement of the system with an actual working system.2. Reimbursement of the charges from "A Quality" to investigate the problem, which has not resulted in the problem being remedied.3. Reimbursement of the hundreds of dollars in "shock" and chlorine charges that I've had to incur over the past year and half because the system has not worked properly.

Business Response:

After a site visit was performed by ** ********, Zodiac Field Service Technician, and then a secondary site visit performed by ***** *******, Zodiac Territory Service Manager, it was identified that all voltages were in acceptable ranges, but toward the higher end of those ranges. In addition, it was noted and relayed to the customer that their salt chlorinator cell had visible calcification (photo attached). Pressure on the filter was over 30PSI and all skimmer baskets, and circulation pump canisters were full of debris. Phosphates were 50ppb, and pool salinity was 2800ppm at time of first site visit. The pool owner was advised to use a phosphate remover get to 0ppb. In addition, they were advised that the salinity should be 3000ppm to 3500ppm. Their production is set to 75%, which is too low during high heat periods. Our opinion is that the customer has not properly maintained their pool adequately. Improper maintenance of the salt chlorinator cell can shorten the life span, and is not covered by our limited warranty. Further the none of the issues, as described above, are covered by our limited warranty. Please review exclusions #1, 5, 6 and 13 of the attached limited warranty. Please note that as of our last site visit, the pool owner’s equipment was still operational.

 

Regards,

 

******* *********

Customer Support Manager

Zodiac Pool Systems, Inc.

2620 Commerce Way

Vista, CA 92081

****************************

office: (800) 822-7933, ext. ****

fax: (760) 477-6230 

Consumer Response:

DEAR BETTER BUSINESS BUREAU:

I HAVE REVIEWED THE INITIAL RESPONSE MADE BY THE BUSINESS IN REFERENCE TO COMPLAINT ID *******. THE BUSINESS'S INITIAL RESPONSE IS UNSATISFACTORY, AS DISCUSSED BELOW....

FIRST, AN ADMINISTRATIVE NOTE: I, ******* ******, HAVE TAKEN OVER THIS CLAIM IN PLACE OF MY HUSBAND.  THE RESPONSES BELOW ARE MINE, BASED ON INFORMATION HE PREVIOUSLY PROVIDED ME AND MY REVIEW OF OTHER INFORMATION.  

WHAT FOLLOWS BELOW IS:  (A) ZODIAC’S STATEMENT THAT I HAVE "BROKEN UP"  INTO SUB-PARTS; AND (B), AFTER EACH SUB-PART, I HAVE PROVIDED RESPONSIVE INFORMATION. (I PROVIDE MY RESPONSES  WITH CAPITAL LETTERS SO ASTO DISTINGUISH THE RESPONSIVE INFORMATION FROM ZODIAC'S STATEMENT.)  

I ALSO WOULD NOTE THAT I HAVE DOCUMENTATION THAT I CAN PROVIDE TO SUPPORT MANY OF THESE RESPONSES WITH BUT NEED MORE TIME TO GATHER THAT.  

ZODIAC STATEMENT SUB-PART #1:

After a site visit was performed by ** ********, Zodiac Field Service Technician, and then a secondary site visit performed by ***** *******, Zodiac Territory Service Manager, it was identified that all voltages were in acceptable ranges, but toward the higher end of those ranges.

 

MY RESPONSE TO ZODIAD STATEMENT SUB-PART #1:

·      IN THE SENTENCE ABOVE, ZODIAC DOES NOT PROVIDE THE DATES OF THE “SITE VISIT.”  WHILE WE BELIEVE MR. *******’S “VISIT” WAS ON/ABOUT AUGUST 1, 2012, WE DO NOT KNOW WHEN MR. ******** MAY HAVE VISITED OR THE DATE OF A VISIT PRIOR TO AUGUST 1, 2012.  (WE BELIEVE A ZODIAC REP DID VISIT SOMETIME LAST YEAR, AS THE SYSTEM LIKEWISE WAS NOT WORKING THEN, EVEN THOUGH IT WAS THEN A VERY RECENTLY-INSTALLED SYSTEM.  PERHAPS THAT VISIT LAST YEAR IS THE ******** VISIT REFERENCED ABOVE (?).)  NEITHER GENTLEMAN LEFT ANY PAPERWORK AT OUR HOME DOCUMENTING HIS VISIT OR DOCUMENTING HIS FINDINGS.  (THE ONLY DOCUMENTATION WE HAVE FROM ZODIAC REGARDING THESE TWO VISITS IS AS A RESULT OF EMAILS MY HUSBAND EXCHANGED WITH MR. ******* AND A LOCAL ZODIAC VENDOR CALLED “A QUALITY POOLS.”)  APPARENTLY ZODIAC ITSELF DOES NOT KNOW THE DATE OF THE “SITE VISITS” OR IS INSTEAD CHOOSING TO BE OBSCURE ABOUT IT.

·      ZODIAC ACKNOWLEDGES THAT THE VOLTAGE IS  IRRELEVANT TO THE MALFUNCTIONING OF THEIR EQUIPMENT, SO ONE WONDERS WHY  THEY EVEN MENTION IT.  IT APPEARS THEY ARE TRYING TO CLOUD THE WATERS.

 

ZODIAC STATEMENT SUB-PART #2:

In addition, it was noted and relayed to the customer that their salt chlorinator cell had visible calcification (photo attached).


·      MY RESPONSE TO ZODIAC STATEMENT SUB-PART #2:

WWHAT’S TRUE ABOUT THE ABOVE ZODIAC STATEMENT IS THAT MR. ******* MADE A STATEMENT TO THE EFFECT THAT THE SALT CELL NEEDED TO BE CLEANED.  (HE DID NOT CALL IT “CALCIFICATION” PER SE.)  WE NEVER HEARD ANYTHING TO THIS EFFECT FROM MR. ******** OR ANYONE ELSE (WHETHER FROM ZODIAC OR NOT), AND THIS IS DESPITE THE FACT THAT WE HAVE HAD NUMEROUS TECHNICIANS (NOT JUST ZODIAC REPS) LOOK AT THE SYSTEM.

·      PLEASE KEEP IN MIND THAT PRIOR TO HAVING THIS ZODIAC SALT CELL INSTALLED BY “A QUALITY” LAST YEAR, WE HAD A PRIOR JANDY/ZODIAC SALT CELL (ZODIAC APPARENTLY PURCHASE JANDY ALONG THE WAY AND TOOK OVER WHAT HAD BEEN JANDY PRODUCTION).  THAT PRIOR SALT CELL WORKED FINE FOR US FOR FIVE YEARS UNTIL WE HAD IT REPLACED BY THE SALT CELL IN ISSUE NOW.  THIS SHOWS THAT – CONTRARY TO ZODIAC’S CLAIMS IN THEIR RESPONSE – WE KNOW HOW TO MAINTAIN SYSTEMS AS NECESSARY, AND WE HAVE A PRACTICE OF DOING SO.  WE DIDN’T SUDDENLY STOP PERFORMING PROPER MAINTENANCE BECAUSE WE PAID OVER $1100 FOR A NEW ZODIAC SALT CELL LAST YEAR. 

·      WHAT ZODIAC FAILS TO EXPLAIN IN THEIR SENTENCE ABOVE IS THAT:  (A) THE SALT CELL HAS BEEN CLEANED NUMEROUS TIMES, ON A REGULAR BASIS (BY PEOPLE OTHER THAN THEMSELVES); (B) THE SALT CELL FAILS TO WORK EVEN WHEN PERFECTLY CLEAN; AND (C)  THE “CALCIFICATION” ON THE SALT CELL IS A RESULT OF THEIR EQUIPMENT’S MALFUNCTIONING, NOT A CAUSE OF IT.  THE REASON THE SALT CELL EXPERIENCES “CALCIFICATION” IS THAT THERE IS A CONSTANT NEED TO ADD CHLORINE TABLETS AND “SHOCK” TO THE WATER BECAUSE THE ZODIAC EQUIPMENT – EVEN WHEN IT IS CLEANED, WHICH IT IS REGULARLY – DOES NOT PRODUCE THE CHLORINE IT IS SUPPOSED TO PRODUCE.

 

ZODIAC STATEMENT SUB-PART #3:

Pressure on the filter was over 30PSI and all skimmer baskets, and circulation pump canisters were full of debris.



·     MY RESPONSE TO ZODIAC STATEMENT SUB-PART #3: 

AAGAIN, ZODIAC DOES NOT SAY WHICH VISIT (MR. *******’S OR MR. DINSMORE’S) THEY ARE REFERRING TO.  PERHAPS THEY DON’T KNOW.

·      MR. ******* MADE A STATEMENT TO MY HUSBAND SIMILAR TO, BUT DIFFERENT FROM, THE ABOVE STATEMENT.  IN PARTICULAR, THERE ARE TWO PROBLEMS WITH THE ABOVE STATEMENT:   (1) IN SIGNIFICANT PART, IT IS UNTRUE; AND (2) NOTHING MENTIONED IN THE STATEMENT, EVEN IF IT WERE TRUE, HAS ANYTHING TO DO WITH THE MALFUNCTIONING OF THE ZODIAC SALT CELL. 

·      AS TO HOW THE ABOVE STATEMENT IS LARGELY UNTRUE: (A) IT WAS NEVER CLAIMED THAT THE “CIRCULATION PUMP” CANISTERS WERE FULL OF DEBRIS.  (RATHER, MR. ********* CLAIM, VIA EMAIL, WAS ABOUT ALL “SKIMMERS AND CANISTERS” -- AND IT IS DOUBTFUL THAT BY MENTIONING “CANISTERS” HE WAS REFERRING TO THE FILTER CANISTERS THEMSELVES, BECAUSE THAT WOULD HAVE ENTAILED HIM GOING THROUGH A LOT OF TROUBLE TO TAKE APART AND LOOK INTO A SEALED PART OF THE FILTRATION SYSTEM THAT HAS NOTHING TO DO WITH THE PROBLEM SALT CELL THAT HE WAS THERE TO SEE.)  (B) NEITHER THE SKIMMERS NOR ANY CANISTERS WERE FULL OF DEBRIS.  RATHER, THE SKIMMERS GET CLEANED DAILY (INCLUDING THE NIGHT BEFORE MR. *******’S VISIT), AND THE FILTER CARTRIDGES HAD BEEN CLEANED EARLIER IN THE SUMMER AND ARE BRAND NEW AS OF THIS YEAR.  (NEW FILTERS NORMALLY GET SCHEDULED FOR TWICE-A–YEAR CLEANING, PER THE ZODIAC SUPPLIER WHO INSTALLED OUR ORIGINAL FILTRATION SYSTEM AND WHOM WE HAVE OFTEN HAD DO SERVICE WORK, ALTHOUGH WE CLEAN OUR FILTERS MORE OFTEN.)  AS FOR THE ACTUAL  “CANISTER” THAT MR. ******* APPARENLTY WAS REFERRING TO (WE DON’T KNOW WHAT IT’S CALLED, BUT IT’S LIKEWISE NOT RELATED TO THE MALFUNCTIONING PART) IT HAD BEEN CLEANED OUT THE PRIOR EVENING.  BOTTOM LINE, THE ABOVE ZODIAC STATEMENT CONTAINS  UNTRUE AND MISLEADING INFORMATION.

·      MORE TO THE POINT, ZODIAC’S PURPORTED CONCERN FOR THE FILTER PSI AND THE CLEANING OF THE SKIMMERS AND CANNISTERS ALL DEAL WITH THE FILTRATION SYSTEM (WHICH IS NOT IN ISSUE), NOT THE SALT CELL (WHICH IS WHAT IN ISSUE.)  THE CONDITION OF THE FILTRATION SYSTEM (EVEN IF IT HAD BEEN WHAT MR. ******* CLAIMED) HAD ABSOLUTELY NOTHING TO DO WITH THE MALFUNCTION OF THEIR SALT CELL.  THE WATER WAS FLOWING THROUGH THE FILTRATION SYSTEM (TO WHICH THE SALT CELL IS ATTACHED AT ONE POINT) AT A FINE RATE – AND MR. ******* HAS NEVER CLAIMED IT WASN’T.  ALL THE SALT CELL SHOULD NEED IS THE WATER FLOWING THROUGH IT (AS LONG AS THE WATER IS SUFFICIENTLY BALANCED FROM A CHEMICAL STANDPOINT, WHICH IT WAS). THE SUGGESTION THAT THE FILTRATION SYSTEM’S CONDTION SOMEHOW CAUSED THE SALT SYSTEM TO FAIL TO PRODUCE CHLORINE IS SIMPLY WITHOUT BASIS AND A SIGN THAT ZODIAC IS NOT BEING UP FRONT ABOUT ACKNOWLEDGING THE REAL PROBLEM.

 

ZODIAC STATEMENT SUB-PART #4:

Phosphates were 50ppb, and pool salinity was 2800ppm at time of first site visit. The pool owner was advised to use a phosphate remover get to 0ppb. In addition, they were advised that the salinity should be 3000ppm to 3500ppm. Their production is set to 75%, which is too low during high heat periods.

 

MY RESPONSE TO ZODIAC STATEMENT SUB-PART #4:

·      NOTE THAT ZODIAC’S STATEMENT ABOVE DOES NOT GIVE THE DATE OF THE CLAIMED “FIRST SITE VISIT.”  PHOSPHATES MAY WELL HAVE BEEN AT  50PPB, BUT THAT LEVEL SHOULD NEVER PREVENT THE SALT CELL FROM WORKING.  WE WERE TOLD BY “A QUALITY” (THE ZODIAC VENDOR WHO INSTALLED THIS SALT CELL LAST YEAR) THAT UP TO 1000PPB IS FINE.  THIS WAS SAID TO US LAST YAER, SHORTLY AFTER THE SALT CELL WAS INSTALLED.  WHEN THE CELL STILL DIDN’T WORK, WERE WE WERE ADVISED TO REDUCE THE PHOSPHATES TO A LOWER NUMBER, BUT NOT ZERO.  THE SALT CELL STLL DID NOT WORK.  THIS YEAR, WERE TOLD TO KEEP THE PHOSPHATES AT 100 OR BELOW, AND WE HAVE DONE THAT ALL YEAR.  HOWEVER, THE SALT CELL STILL DID NOT WORK PROPERLY – IT STLL PRODUCES LITTLE TO NO CHLORINE.  NOR DOES IT WORK WHEN THE PHOSPHATES REGISTER AT “0.”  THE PROBLEM HAS BEEN THE SAME – WHETHER THE PHOSPHATES ARE AT 0, 50 OR 100, THE SALT CELL DOES NOT DO ITS JOB -- AND “SHOCK” OR CHLORINE TABS NEED TO BE ADDED TO THE WATER IN ORDER TO INCREASE THE CHLORINE LEVEL.  WE HAVE DOCUMENTATION WE CAN PROVIDE YOU SHOWING “0” PHOSPHATES AND STILL THE SALT CELL HAS NOT WORKED. 

·      THE SITAUTION IS SIMILAR WITH RESPECT TO THE SALT LEVEL, ALTHOUGH THIS INVOLVES AN AN ADDITIONAL SIGNIFICANT FACTOR.  FIRST, WHILE ZODIAC SAYS ABOVE THAT SALT SHOULD BE AT LEAST 3000, THEIR VENDORS/SUPPLERS  (“A QUALITY,” AS WELL AS THE VENDOR THAT INSTALLED OUR ORIGINAL ZODIAC SYSTEM) BOTH ADVISE THAT ANYWHERE BETWEEN 2500-3500 IS ACCEPTABLE.  (AGAIN, WE HAVE DOCUMENTATION OF THIS.) THE ZODIAC IN-HOUSE DISPLAY SYSTEM DOES NOT REPORT “LOW SALT” UNTIL THE SYSTEM REGISTERS BELOW 2500.  MOREOVER, THE PARTICULAR SENSOR SYSTEM THAT’S PART OF THE SALT CELL THAT WAS INSTALLED LAST YEAR READS OUT INCORRECTLY – AS WE REPORTED TO “A QUALITY” AND ZODIAC THIS SUMMER, IT WAS GIVING READINGS ON THE IN-HOUSE DISPLAY SYSTEM THAT WERE HUNDREDS OF UNITS OFF FROM WHAT WOULD REGISTER WHEN WE TOOK THE WATER IN TO BE TESTED AT POOL SUPPLY STORES.  AT ONE POINT, “A QUALITY” CLAIMED TO ADJUST THE READ-OUT, BUT IT WAS ONLY A MINOR ADJUSTMENT AND THE READ-OUT REMAINED HUNDREDS (ALBEIT FEWER HUNDREDS) OF UNITS OFF THE ACTUAL WATER ANALYSES.  THE SENSOR SYSTEM CONTINUES TO MALFUNCTION DESPITE THE APPROPRIATE SALT LEVEL. 

·      INDEPENDENT TECHNICIANS   HAVE ALSO TOLD US THERE IS A PROBLEM WITH THE SENSOR SYSTEM, AND WE HAVE TOLD THIS TO “A QUALITY” AND ZODIAC, BUT THE SYSTEM HAS NOT BEEN FIXED.  (WE ALSO HAVE DOCUMENTATION OF THE OUTSIDE VENDOR TELLING US THIS IN JUNE 2012. UNLIKE ZODIAC, THEY LEFT DOCUMENTATION WITH US AFTER VISITING.)

·      REGARDING THE SETTING OF THE PRODUCTION LEVEL AT 75%, THAT IS NOT THE PROBLEM.  IN FACT, THE SYSTEM WAS SET AT 100% FOR WEEKS BEFORE MR. ******* VISITED, AND STILL WAS NOT PRODUCTING CHLORINE.  FRANKLY, WE LOWERED IT TO 75%  SHORTLY BEFORE HIS VISIT SPECIFICALLY BECAUSE WE DIDN’T WANT TO GET ACCUSED OF RUNNING IT AT TOO HIGH A LEVEL FOR TOO LONG AND SOMEHOW BURNING IT UP OR SOMETHING.  NOT ONLY DID WE RUN IT AT 100% FOR WEEKS, BUT WE HAD THE SYSTEM “ON” FOR 18-20 HOURS A DAY, AND THE CHLORINE PRODUCTION WAS STILL INSUFFICIENT OR NONEXISTENT.   JUST LIKE AT 75%, THE SYSTEM AT 100% HASN’T WORKED, AND WE HAVE BEEN SPENDING HUNDREDS OF DOLLARS IN EXTRA “SHOCK” AND CHLORINE COSTS AS WELL AS PRICES FOR OTHERS (NON-ZODIAC TECHNICIANS) TO COME AND LOOK AT THE SYSTEM.

 

ZODIAC STATEMENT SUB-PART #5:

Our opinion is that the customer has not properly maintained their pool adequately. Improper maintenance of the salt chlorinator cell can shorten the life span, and is not covered by our limited warranty. Further the none of the issues, as described above, are covered by our limited warranty. Please review exclusions #1, 5, 6 and 13 of the attached limited warranty. Please note that as of our last site visit, the pool owner’s equipment was still operational.

 

MY RESPONSE TO ZODIAC STATEMENT SUB-PART #5:

·      ZODIAC’S “OPINION” AS EXPRESSED ABOVE APPARENTLY IS BASED IN THEIR FAILURE TO APPRECIATE THE FACTS AND REALITY.   

·      FIRST, IT’S HIGHLY INTERESTING THAT THEY’RE NOT CLAIMING  IN THEIR STATEMENT ABOVE THAT THE SALT CELL IS A GOOD CELL.  HOWEVER, THAT HAS BEEN THEIR CLAIM TO US – THEY’VE CLAIMED IT “CHECKS OUT,” BUT AT THE SAME TIME THEY RAISE VARIOUS NON-ISSUES TO DEFLECT ATTENTION FROM THE REAL PROBLEM THAT THE SALT CELL ITSELF IS NOT WORKING DUE TO  SOME TECHNICAL (NON-MAINTEANCE-RELATED) PROBLEM WITH THE CELL ITSELF.

·      WE CAN PROVIDE DOCUMENTS  REFLECTING REGULAR MAINTENANCE AS WELL AS OUR OWN MAINTENANCE ON ALL  COMPONENTS MENTIONED.  MORE IMPORTANTLY, NONE OF THOSE COMPONENT COMPONENTS EXCEPT THE ZODIAC SALT CELL ITSELF HAVE AYTHING TO DO WITH CHLORINE PRODUCTION.  FOR ZODIAC TO REFER TO THOSE THINGS DOES NOT SUGGEST THEY ARE BEING FORTHCOMING IN THIS MATTER.  INDEPENDENT TECHS HAVE CONFIRMED THIS SITUATION FOR US – THE TYPE OF “ISSUES” ZODIAC IS RAISING ARE DISTRACTIONS. THE SALT CELL HAS NEVER WORKED PROPERLY SINCE IT WAS INSTALLED LAST YEAR, UNDER WHAT WAS TOLD WAS A 5-YEAR WARRANTY.  ALL WATER CONDITIONS CAN BE PERFECT (AND GENERALLY HAVE BEEN), AND EVERYTHING CAN BE PERFECTLY CLEAN (AND GENERALLY HAS BEEN), AND THE SYSTEM STILL DOES NOT WORK PROPERLY.  THE RESULT IS THAT THE CHLORINE LEVEL DROPS, AND AGAIN “SHOCK” AND CHLORINE TABS NEED TO BE ADDED TO THE WATER IN ORDER FOR THE CHLORINE LEVEL TO BE RE-ESTABLISHED.    INDEPENDENT TECHS HAVE INFORMED US THAT IT IS NOT UNKNOWN FOR THERE TO BE “DUD” SALT CELLS THAT APPEAR TO “CHECK OUT” BUT THAT NEVERTHELESS DO NOT PRODUCE CHLORINE AS INTENDED. 

·      WE DO NOT HAVE THE WARRANTY DOCUMENT THAT ZODIAC PROVIDED YOU TO REFER TO WITH THEIR RESPONSE. CAN YOU PLEASE SEND IT TO ME (*******) TO REVIEW? 

·      IF ZODIAC IS CLAIMING, FOR EXAMPLE, THAT THEIR WARRANTY DOESN’T APPLY BECAUSE PHOSPHATES HAVE OCCASIONALLY BEEN ABOVE “O”  BUT STILL AT OR BELOW 100 (?), THEY SHOULD NOT CLAIM TO OFFER A WARRANTY AT ALL, BECAUSE IN THIS SITUATION THEIR DOING SO AMOUNTS TO FRAUD ON THE CONSUMER, GIVEN THAT SOME MINIMUM LEVEL OF PHOSPHATES IN POOL WATER IS COMMONPLACE AND IN FACT HAS NO EFFECT ON SALT CELL OPERATION.  SEE, E.G.,  http://www.recmanagement.com/feature_print.php?fid=201010gc01  (EXPLAINING, AMONG OTHER THINGS, THAT PHOSPHATES RESULT FROM COMMONPLACE CONDITIONS SUCH AS HUMAN SKIN CELLS THAT FLAKE OFF IN THE POOL WATER; AND NOTING THAT A SALT CELL SHOULD BE ABLE TO PRODUCE SUFFCIENT CHLORINE AS LONG AS THE PHOSPHATE LEVEL IS NOT ABOV 500).

·      ZODIAC’S MODUS OPERANDI WOULD THUS SEEM TO AMOUNT TO A BAIT-AND-SWITCH, OR FALSE PRETENSE, TO THE CONSUMER. FOR A MANUFACTURER TO CLAIM TO OFFER A WARRANTY FOR SOMETHING WHEN IT’S PURCHASED AS TO WHICH THE WARRANTY  THEN, IN EFFECT, BASICALLY MEANS THAT “THIS WARRANTY IS USELESS IN REAL-LIFE CIRCUMSTANCES”  -- BECAUSE THE HIGHLY TECHNICAL TERMS OF THE WARRANT CANNOT BE PRACTICALLY COMPLIED WITH -- IS NOT APPROPRIATE.  THIS SEEMINGLY WOULD BE A TYPE OF THING THAT THE  ATTORNEY GENERAL OF A STATE SUCH AS CALIFORNIA OR TEXAS MIGHT TAKE INTEREST IN. MOREOVER, IT IS ONLY A SMALL PERCENTAGE OF THE TIME THAT OUR WATER CONDITIONS -- AS INDEPENDENTLY TESTED -- HAVE NOT MET THE WARRANTY CONDITIONS, SO THE WARRANTY SHOULD APPLY AT ALL OTHER TIMES.

·      WE HAVE NO REASON TO BELIEVE ZODIAC IS NOT A FINE, REPUTABLE COMPANY – BUT IN THIS CASE, THEY HAVE GOTTEN THINGS REALLY QUITE WRONG.  IT BEARS REPEATING THAT WE PREVIOUSLY HAD A FUNCTIONING JANDY/ZODIAC SALT CELL VERY MUCH LIKE THE ONE THAT WAS INSTALLED FOR US LAST YEAR THAT WORKED VERY WELL FOR US FOR 5 YEARS – SO WE KNOW WHAT A FUNCTIONING SALT CELL IS, AND WE KNOW HOW TO MAINTAIN THEM, AND WE'VE ALWAYS DONE SO. 

·      WE ASK ZODIAC, UNDER THE WARRANTY AND GOOD BUSINESS PRACTICES, TO PLEASE REVIEW AND FIX THE SENSOR PROBLEM, AND ALSO TO  INSTALL AT LEAST TEMPORARILY A DIFFERENT SALT CELL UNIT – JUST TO COMPARE HOW IT WORKS.   IF THE DIFFERENT UNIT PRODUCES CHLORINE, THAT OBVIOUSLY WOULD SUGGEST THAT THE UNIT INSTALLED LAST YEAR IS, IN FACT, A “DUD” EVEN THOUGH ZODIAC HAS SAID IT “CHECKS OUT” FOR THEIR PURPOSES.

REGARDS,


******* ******

Business Response: Below is the email correspondence between Mr. ******* and Mr. ******** in regards to this salt chlorine generator. As was witnessed by Mr. ******* upon visit to the ********** home the salt cell was indeed producing chlorine. We do not believe the issue is related to the salt cell. However, after reviewing the email, we need further information in regards to this statement, "There are now indicator lights of 172 and 186 intermittently, apparently suggesting a problem with the sensor system." It is possible that a new or underlying issue has developed which would not have been apparent until the maintenance on the system was performed. We need to know if the sensor was cleaned at the same time as the salt cell? If so, how was it cleaned? Please feel free to contact me directly at 800-822-7933 *****, my name is ******* *********, and I am the Customer Support Manager. From: *****.*******@zodiac.com To: ***************@hotmail.com CC: service@aqualitypools.com Subject: Re: Salt system Date: Sun, 14 Oct 2012 01:40:02 +0000 This system has not been maintained properly and has no warranty. Maybe A-quality can quote you for repairs. On Oct 13, 2012, at 5:38 PM, "***** ******** and ******* ******" <***************@hotmail.com> wrote: *****, ***** - The system is still not working - hasn't been since your visit here in August - despite additional filter and cell cleanings. I have consistently had to add shock and chlorine disks. There are now indicator lights of 172 and 186 intermittently, apparently suggesting a problem with the sensor system. I have had the system seen by independent technicians who tell me it's not unheard of that cells - even new ones - may "check out" as working but still in fact not work. I think this is what has been happening with the system A Quality installed for me last year. Even before the sensor indicators described above, this cell was not working - it has never consistently worked. The independent technicians have confirmed that the type of conditions ***** described on his last visit (which I disagree with) would not have been something that would have harmed the system or that properly could be regarded as having voided the warranty. Because the system has never worked properly since it was installed last year, and because I have been spending a ton of money on shock and chlorine that shouldn't be needed, I am not going to drop this. As stated previously, I know what a working system is - I previously had one, for 5 years - but this one has never worked properly, consistently. If you will not replace the system at no cost to me, I will at this point proceed with a BBB claim. ***** ________________________________________ From: ***************@hotmail.com To: *****.*******@zodiac.com CC: service@aqualitypools.com Subject: RE: Salt system Date: Thu, 2 Aug 2012 16:28:10 -0500 ***** - Thanks for your replies. I understand that your review indicated that the system "checks out," but the fact is, it doesn't produce chlorine, so there's a fundamental problem that's not showing up on your analsysis. Note that this has been an ONGOING problem, unrelated to the fact that you found the skimmers were full when you happened to get there Wednesday (although they were totally clean as of Tuesday evening). Bottom line, if I stop regularly throwing in chlorine disks and shock, after a few days there's no more chlorine in the pool - period. And this includes the normal scenario in which: there are new filters recently cleaned; the skimmers normally are empty; the phophates are negligible; the chlorinator itself has been cleaned twice in the last three months, etc. Re: the 100% on the setting, as indicated in my prior email, I changed that to 75% on Tuesday night after we talked. The 100% setting was useless in any event -- it had been set at 100% for a long while, but the chlorine still wasn't being produced at that level, and I didn't want to get accused of burning up the system or something by leaving it at 100% for "too long." I understand your photo suggests the chlorinator needs to be cleaned again, but that is not the reason the system has not been producing chlorine consistently since it was installed last year. ***** ________________________________________ From: *****.*******@zodiac.com To: ***************@hotmail.com CC: service@aqualitypools.com Subject: Re: Salt system Date: Thu, 2 Aug 2012 19:54:12 +0000 In addition you had stated you were running the unit at 100% but when I arrived it was 75% which is not high enough in this heat. Sent from my iPad On Aug 2, 2012, at 1:59 PM, "***** ******** and ******* ******" <***************@hotmail.com> wrote: ***** - Thanks for the emai. However, I beg to differ with the Jandy characterizations, which are inaccurate, incomplete and obviously self-serving. The skimmers get cleaned out regularly; for example, I cleaned them out at around 7 p.m. on Tuesday evening; at the same time, I also emptied out the cannister that's part of the filter assembly that has the plastic cover. Bottom line, there's no way any of those things were "packed full" of debris as ***** states. Granted, the smaller leaves are starting to fall off of the elm trees at this time of the year, but nothing of the magnitude that would give rise to the sort of problem I believe ***** misrepresents in his email. BTW, the filters themselves were cleaned last month (and earlier this year, they were replaced as new filters). As for the pressure, I added a phosphate remover within the last few days (phosphates were recently measured as below 100), so that may have resulted in the pressure going up somewhat. I note ***** says it was at 30 PSI when he was there. Assuming that's accurate -- although, in any event, the flow rate is visibly quite good - it's very recent and I don't believe it's the problem or reason as to why the chlorinator has never been working well (and ***** doesn't seem to have suggested the contrary, although he does seem to try to make me think that). The chlorinator itself has been cleaned twice in the last three months or less. Again, the chlorinator has never worked adequately since installed last year. The constant need to add in chrorine disks and shock has been not only a nuiscance but also very costly given that I had paid for the chlorinator. Meanwhile, there has been one "reason" or excuse after another that has been offered to me as to the chlroinator's ineffectiveness. Last year, it took about 2-3 months for the problem to be "diagnosed" as high phophates - so I had the phosphates lowerered, and the system still didn't work well. This year, I have been repeatedly told that the chlorinator must be working - that I must be doing something wrong, etc. In fact, the system has been running at least 14 hours a day, frequently more. Until Tuesday night (when I turned it down to 75%), it had been running for quite some time at 100% (but doing no good). I turned it town to 75% because I didn't want to get accused of running it too high for too long and, who knows, burning it out or something (and again, it's as useless at 100% as it is at any other percent). And we've had the problem with the sensor being off by several hundreds of points (the exact error level seems to fluctuate). ***** told me the other day on the phone that if no error lights are on (as is the case), the system is fine. To paraphrase, he said something like, "It is virtually unheard of that the system is not working if an error light is not on." I told him that no error light has been on but it has never generated chlorine like it should, that I had been runing the system at 14 hours a day and 100%, etc. So now there's this new excuse given to me about the system not being maintained properly, which I know to be false. I think the chlorinator has been a bum system from the start. (BTW, I gather that A Quality stopped being an official Jandy/Zodiac provider within the year prior to my system having been installed last year? Could it have been a leftover system that was installed ?) Without questioning your good faith, as stated before, I do know the difference between a working system - I had a fine-working Jandy chlroinator sfor five years, before it needed to be replaced - and this one that A Quality installed last year, which has never worked well. If we are at an impasse on this, I will proceed with a claim under contract, tort and other theories, if necessary and as appropriate. ***** > From: service@aqualitypools.com > To: ***************@hotmail.com > Subject: FW: Salt system > Date: Thu, 2 Aug 2012 09:48:12 -0500 > > From Jandy > > A-Quality Pool Service, Inc. > 8001 Blvd. 26 > North Richland Hills, TX 76180 > p. 817-281-0781 > f. 817-656-7733 > > www.aqualitypools.com > -----Original Message----- > From: ***** ******* [mailto:*****.*******@zodiac.com] > Sent: Wednesday, August 01, 2012 12:48 PM > To: ***************@hotmail.com > Cc: *****@aqualitypools.com > Subject: Salt system > > **** > I inspected you salt system just now and all voltages checked out but were > on the high end as well as they should be as dirty as the cell is.it looks > like it has not been cleaned in a good while. Pressure on filter is over > 30PSI and all baskets and canisters are packed full of debris. Production is > set to 75% which is to low in this heat. In short you are not maintaing your > pool as it should be done and yet the unit is still functioning. The act of > cleaning the cell in it's current state will certainly shorten it's life and > void any warranty you would have left. Not maintaining your equipment is not > a warranty issue. > > Sent from my iPad= >

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  

I will answer the question from the Zodiac representative below, but first note some initial points: 

1.     It is important to note that the Zodiac representative does NOT directly dispute any of the statements -- nor answer any of the questions submitted -- in my last response.  This itself is strong evidence that they’re not being up-front and are avoiding issues.

2.     What Zodiac comes up with are new rabbit holes to avoid the basic problem as to why their chlorinator system isn’t working, and this is addressed below.

3.     I am pleased that the Zodiac rep sent you some of the prior email correspondence with my husband, Zodiac and their “A Quality” rep.  What they have provided you is fully consistent with and confirms the account my husband and I have given you.

4.     The Zodiac people now say that they “believe” the chlorinator was working in August.  Look at the prior email thread they sent you – it does NOT state a belief that the chlorinator was working then.  Rather, it tried to cast blame to us about the supposed lack of maintenance (which was untrue of them to say). 

5.     Zodiac is unable to validly say that their system was producing chlorine when their rep was here, because the chlorine in the water was what my husband added via shock and chlorine tabs -- it was not produced by the Zodiac/Jandy system. They may claim their system “checks out,” but they have run no actual test results to show that it’s their system actually producing/adding the chlorine to the water.  We have previously suggested that, to test the current bum system that they and A Quality installed at our home over a year ago (which has never worked well) they should temporarily replace it with a new system -- even if just for a week or two, to see if there will be a difference -– but they have ignored that.  (As independent techs have told me, there can be chlorinators that purport to “check out” but that don’t actually product any chlorine.)

6.     Regarding Zodiac’s focus now on the code numbers regarding the sensor for their chlorinator, that is another rabbit hole and does not help their position:  The sensors, which are part of their chlorinator system, have not been working properly since BEFORE Zodiac was here in August.  Attached is a work slip from another pool company which establishes there was a problem as of June (and there were certainly problems with Zodiac's system prior to  then as well).  We did not notice specific code numbers until fairly recently because they show up only on an outdoor monitor device that is near the chlorinator and they only pop up  intermittently – i.e., as we have learned, if you stand and wait there for several minutes, the code numbers will pop up there for a few seconds and then go away – and we did not previously realized this.   (We were informed of this by one of the independent technicians we have had over to look at things more recently.)

7.     Regarding Zodiac’s question in their message about “cleaning” the sensors, note that Zodiac has NEVER previously suggested that the sensors needed any “cleaning.”  Their question now almost seems like a set-up -- they seemingly want to accuse of mis-cleaning the sensors. In addition to the fact that Mr. Barnard didn’t say the sensors needed cleaning, none of the other technicians we have had to the house have suggested they needed cleaning, and when we have looked at them they have looked pristine.  (All that we’ve been told previously regarding the sensors – and this was told to us by an independent tech -- is that the sensor system isn’t working properly, as referenced in point 6, above.)

8.     I would ask that Zodiac be asked to respond to the prior statements and questions my husband and I have asked in our prior messages.  It seems they are avoiding the issue and trying to make any excuse they think might work.

9.     As stated previously, prior to this Zodiac chlorinator, we had a different one from the same maker.  (It was called Jandy then, but it’s basically the same chlorinator --  same design, just newer and ever so slightly different in outward appearance.  Apparently Zodiac bought Jandy and simply kept up the production line.)  That prior Jandy/Zodiac chlorinator worked fine for 5 years without a problem -- that's the normal life-span, we're told.  So obviously we know the difference between a working chlorinator and the bum system that was installed for us a year and half ago by Jandy/Zodiac (via A Quality as the supplier).  We did not cause the problem on a new chlorinator system that we paid over $1100 for, and as our prior experience shows, we know how to and do take fine care of the system.

10. Of the many things Zodiac has ignored from my prior submission, perhaps one of the most noteworthy  is the warranty issue.  They have purported to sell their devices with a “warranty” that is actually useless because they claim it doesn’t apply in what are in fact normal water circumstances.  Again, this seems like a "bait and switch" and is something that a state attorney general would be interested in. 

 

Regards,

******* ******

Business Response:

It is our sincerest effort to resolve this issue with you as amicably as possible while still adhering to the guidelines that are set out in our limited warranties. The “rabbit holes” that Mrs. ****** is referring to, is merely to completely understand the information she is relaying. Please keep in mind that I personally have not been directly involved in their case, and am attempting to gain a better understanding based on information she provided in her last response.

 

Again, based on the email chain that was sent to me after the initial response, it opened new questions with regards to the comments about the intermittent error codes the ******** were receiving. While they are insistent the issue is surrounding the cell, we must ensure we are properly troubleshooting as we do not want to end up in the same situation if it is not. We truly want to resolve the issue with finality.

 

Point 5. At the time Mr. ******* was at the ******** home, he did witness the salt system producing chlorine. He has stated that the system was operational.

 

Point 6. The issue you are describing sounds like there could be a communication issue. The sensor transmits the cells information to the power center, and you could be receiving communication interruptions, which can cause the cell to stop production during these service interruptions.

 

Points 7. For troubleshooting purposes, I just needed to know if they were cleaned. The comments was not meant to be accusatory.

 

Point 10. Our limited warranty was provided with the original response. In addition, I have included the Installation and Owner’s manual for our AquaPure system. Page 29 of that manual, outlines the optimum ranges for water chemistry for the system. Section 6 outlines the appropriate care for your salt chlorinator cell. The last page contains another copy of the limited warranty.

 

With this said, we would still like to work with you to resolve your issue. I am preparing to ship you a PLC1400 complete cell kit. This kit comes with the sensor, which I believe to be the issue. It also comes with an adapter card, which aid the communication with your control box. Once you receive the shipment, please have your technician install the sensor and adapter card first. Give it a day or two, and if the chlorine production resumes, we have identified the issue. If for some reason it does not, you will have the cell for replacement. Again, we want to ensure that we are properly troubleshooting the system, and I recommend the installation of the adapter card and cell as the first step that should be taken. In addition, as a sign of good faith, please submit the technician’s service call bill to me. We could also refer a service company from our network of servicer's if need be.

 

Lastly, you can reach me at 800-822-7933 *****, or *****************@zodiac.com with any inquiries.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and tentatively find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

We appreciate your efforts and the good faith shown by Zodiac/Jandy.  

Regards,

******* ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 13, 2011 I purchased a Jandy AquaPure 1400 Salt Water Chlorinator from a dealer of Zodiak Pool Systems. I received it about May 20, 2011The Salt Water Chlorinator seemed to have failed about March 2012.On about May 1, 2012 I contacted Zodiac Pool Systems with a complaint by telephone. A tech named Fidel Olivos moved the support to e-mail contact & he began months of diagnosing the problem with me. I performed all of the tests he requested, all along while telling him that I can see physical damage to the inside of the product (the plates). After months of following his instructions he told me my product appeared good (even though it does not work and is defective) and said I should consult a pool professional. I contacted a pool professional whom took one look at the Chlorinator cell and told me the plates are defective and this chlorinator needs to be replaced. This is exactly what I told Fidel back in May 2012 upon my first contact.I have been ran around tech support waiting for replies for 1+ weeks in some cases with no resolve and as the customer I have been left with a faulty product that is under warranty for 2 years and still had 1 full year warranty to go.

Desired Settlement: I would like Zodiac Pool Systems to simply replace the salt cell under warranty since all of the electronics tested good, and the salt cell has been identified as defective.

Business Response:
Hello BBB,

The complaint from Mr.**** ***** ( ID *******) has been resolved. We will be sending a warranty  replacement part out to him, order # *******. If you need any further details please let us know.

**** *****
**** ** ******* *** *****

*** ***** * ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A new ***** Aqualink Power Center made by Zodiac, was placed for our pool and spa in July and was not working properly. I called technical support , ********** ****** , told me to open up the power supply, take 4 screws out and look at the back of the motherboard and look at and identify the computer chip in the motherboard. It was a PD 4 which is only works a pool but not pool and spa combo. She then told me to remove the chip and send it to her and they would replace it. It turns out that a special tool is required to remove the chip. In taking out the chip I damaged one of the delicate 52 pins holding the chip in place. I called Lang Pool in Norwalk which is one of Zodiacs service reps as the filter was not working and I was concerned with build up of algae etc. They came two days later at 9am Eastern time,(Zodiac is in California 6am). The rep from Lang Pool said Zodaic tech support never should have told me to remove the chip and even showed me the special tool they use. It cost me $2,281.21 to have a new motherboard and chip replaced by Lang Pool in Norwalk,CT. Zodiac then sent me a new motherboard which does not do me any good as Lang Pool will not take it back and will not give me a refund. It was Zodiacs technical support person who is at fault as she told me to take apart the power center and remove a chip without the required special tool. I did not do this on my own. I am not happy how Lang Pool and Zodiac Pool supply have handled this.

Desired Settlement: I would like to get compensated for the $2,281.21 that it cost me. I did what Zodiac Technical support told me to do, and also called Lang Pool in Norwalk, CT which is one of their approved local service providers. I could have been seriously injured following the Zodiac Technical support person's advice. All of this could have been avoided if the Zodiac tech support person would have told me to call Lang Pool to come down and take care of the chip instead of telling me handle the chip.

Business Response:

I spoke to Mr. ******** today 10-18-12, offered a reimbursement of $2,281.22 that will be sent out in form of a check between 7-10 business days. I am also sending out a return label for the customer to return an additional board that was sent to him by our technician. Mr. ******** has accepted the offer.

 

******* *******
Customer Support Supervisor
2620 Commerce Way
Vista, CA 92081
***************@zodiac.com
Office: 800-822-7933, ext ****
Fax: 800-479-8324

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Salt Water Chlorine Generator in April of 2012, manufactured by Zodiac. The unit stopped generating chlorine after only three months of use, without explanation. After following all manufacturer troubleshooting recommendations, I contacted the Manufacturer's Technical Support service. I was asked to provide pictures of the cell, the S/N, and the results from pool water testing. I complied with this request and was told by Technical Support that they would send me a replacement cell and to expect its delivery within 10-12 days. On day 14, I contacted Technical Support and inquired about the replacement cell. The representative advised that the cells were on back-order. He advised that the computer indicated arrival of the part in a couple of days, and again advised that I should expect delivery within 10-12 days. On day 14 I again called Technical Support and was merely advised the part was on back-order. I subsequently contacted the retailer from which I purchased the product. They advised that though they could not refund or exchange the product at this point, that they would assist with the Warranty process. The retailer (Pool Supply World) was able to speak with Technical Support (*******) and after multiple phone calls the retailer advised that I would finally be receiving a replacement cell and if that cell did not work Zodiac had agreed to replace the entire unit. I received the replacement cell on Monday, Sept. 17th and installed it on Tuesday. It did not generate chlorine. I contacted the retailer and they advised they would contact Zodiac. Zodiac was supposed to contact me within 24-48 hrs. Zodiac emailed me after 65 hrs and asked what the problem was. I responded to the email and waited 24 hrs for a response. I attempted call the "manager" at Zodiac, but after being on hold for 32 minutes, I was transferred to voice-mail.

Desired Settlement: I would like a complete refund for this product. A major factor in my selection of this product was the perception that Zodiac stood behind and warrantied their products. I now know that is clearly not the case. Had I known that Zodiac would not support their products, I would have purchased a product from another manufacturer.

Business Response: We have spoken with Mr. *******, and have agreed to provide him a refund.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/9/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Submitted rebate form for a Polaris 9300 series pool vacuum system. Received a Email from zodiacClaiming my rebate was submitted late, and therefore was not honoring it. I submitted the form wellBefore the timeframe they are claiming. The rebate was for $100.00. I purchased the product on 5/28/12 and mailed it on 6/25/12 according to my records. The rebate expired on 9/4/12. Therefore,I was within the timeframe of receiving this rebate. I spoke to a rep. On 8/31/12 regarding a productIssue, and as to date, no product replacement has been received. As I type this out, I've been on holdWith Zodiac pool system care line well over 40 minutes. The order # the rep gave me was *******.As this is two different type of complaints, my thought is this can be resolved all at once.

Desired Settlement: I want my rebate of $100.00to be honored immediately, and to have the replacement part shipped to me, order# *******.

Business Response:

Mr. ******,

I have reviewed your claim and apologize for the confusion. I see that you did submit your rebate late according to the terms on your rebate form, which state that the rebate needed to be submitted within 30 days of the purchase date. I have submitted a request to have the rebate processed as an accomodation to you as a loyal customer. In regards to order # *******, I have researched and found that the order is currently not in stock, but will be available week of 09-24-12 for shipping. I have expedited the shipping on the order to ensure timely arrival. I hope this meets your needs and look forward to furture business relations.

 

******* *******
Customer Support Supervisor
2620 Commerce Way
Vista, CA 92081
**************************
Office: 800-822-7933, ext ****
Fax: ************
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a Aquapure EI system 2 years ago. Three year warrantee. Has not worked properly for 8 months. On August 3rd I talked to customer service for the second time and we agreed that my salt water chlorinator was under warrantee after I sent proof to the agent. the agent tried to deny the warrantee. Glad I kept the written policy. The manufacturer indicated that it would ship in around 7 days. As of today no replacement. Manufacturer case number *******. The manufacturer is making the consumer wait on a part rather than replaceing the entire unit. Our local pool store has indicated that this system is having major problems and will not work long term as designed. I have sent several emails to customer service and they have told me the part is on back order and will not give me a time of delivery. We are in the middle of summer and this unit produces chlorine for my pool. With this unit not working I am incuring monthly costs to maintain my pool.

Desired Settlement: Send me a upgraded version that will last and give the consumer results as adverertised. I do not want the same problem a year from now. Visit: http://jandyei.com/index.htmlt for manufacturer claims.

Business Response:

Mr. ******,

I apologize for the delay you experienced with receiving your replacement cell, and the confusion surrounding your warranty coverage. After reviewing your order number, *******, I found that the cell shipped, and was delivered to you on Monday, 9/10/2012 via UPS tracking number 1Z91*********83051. Per UPS the item was left at your front door. Details have been provided below. If you need any further assistance, please let us know.

******************
UPS Ground
1.60 lbs
09/07/2012
09/10/2012 4:34 P.M.
GLENDORA, CA, US
Front Door

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

i would like to be sure that the problem with the cell is improved. i do not want to have this issue in the next few months. our local pool supply tells me that this system will fail again. what further warrentee is offered?  do you offer an improved solution?

Regards,

***** ******

 

Business Response:

Mr. ******,

I apologize for the inaccurate information you are receiving from your local pool supply, we do not have any known issues with these cells. Most failures are related to usage and maintenance. Your product and cell will be warrantied until April 2013, should you have any issues please contact us and we will do our best to assist you. We hope this meets your needs. 

******* *******
Customer Support Supervisor
2620 Commerce Way
Vista, CA 92081
**************************
Office: 800-822-7933, ext ****
Fax: 800-479-8324

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2012 Problems with Product/Service | Complaint Details Unavailable
8/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a Jandy Aqualink RS swimming pool control panel about three years ago. It had controls for the salt generator inside the panel,So the transformer went out and zodiac tells me theres no replacement for that transformer and I will have to buy another panel just to run my salt generator.the existing system is a faulty design so they stop making that transformer. This wasn't mentioned when i bought the panel and I think if the parts are no longer available zodiac should replace the panel at no cost.

Desired Settlement: Because the panel is not that old zodiac should fix the problem.

Business Response: We are working with the customer to get this resolved.  A technician has contacted the customer we are waiting for information from the customer in attempt to assist.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Zodiac didn't send me what we agreed on. They sent a part is not compatible to my equipment.

Regards,

****** *****

 

Business Response:

This is Mr. *****'s original complaint below:

Customer’s Statement of the Problem:
I bought a Jandy Aqualink RS swimming pool control panel about three years ago. It had controls for the salt generator inside the panel,So the transformer went out and zodiac tells me theres no replacement for that transformer and I will have to buy another panel just to run my salt generator.the existing system is a faulty design so they stop making that transformer. This wasn't mentioned when i bought the panel and I think if the parts are no longer available zodiac should replace the panel at no cost.



We contacted Mr. ***** in an attempt to resolve the issue, the part was available, we placed the order for the transformer as agred upon by both parties and shipped the part to Mr. ***** on the below tracking number. Although the unit is now out of warranty we have provided Mr. ***** with the part he requested.

 

Tracking Number:

******************

Service:

UPS Ground

Weight:

10.80 lbs

Shipped/Billed On:

07/06/2012

Delivered On:

07/09/2012 11:28 A.M.

Delivered To:

*********, CA, US

Signed By:

*****

Left At:

Met Customer Woman

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The transformer that was sent does'nt belong or even fit in my control center panel, Mr. **** from zodiac knew that, The transformer to my panel is no longer available because the design was faulty so they went with a stand alone panel for the new type of transformer. The panle was still under warranty when this problem started with the transformer. this part should have been recalled and fix before they sold me the equipment. If they don't fix the equipment I will have to take this problem to the next level.

Regards,

****** *****

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

8/7/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My Jandy AquaPure 1400 3-Port Salt system cell is giving error codes indicating it needs to be replaced. This salt cell was purchased on 8/10/2011 and carries a three year warranty. This cell is less than one year old. Ive provided my invoice and numerous pictures of the salt cell to Zodiac Pool system who agrees the cell needs to be replaced. While trying to resolve this with Zodiac Pool systems they have claimed the damage in the cell is my fault due to improper cleaning and maintenance. (I do have all email correspondence from Zodiac employee ****** *****)Please note this is my second Jandy salt cell as the first one lasted five years indicating that I do, in fact, know how to care and clean the cell and as a chemistry teacher I suspect I have a bit more knowledge regarding pool chemistry than most and would not improperly clean or maintain the cell.

Desired Settlement: I simply want Zodiac Pool system to honor their warranty and provide a replacement Jandy AquaPure 1400 3-Port Salt system cell.

Business Response:

Mr. ***** ********,

   In reviewing your account information and the pictures supplied we do not believe this to be a warranty related issue. As an accomodation to you we are willing to replace the cell. In your letter you stated that the cell carries a 3 year warranty, please note that if the cell was purchased seperately from the system it only carries a 1 year warranty that would expire on the 10th of August, that being said your replacement cell will not carry any warranty. please let me know if you are interested in accepting this offer. Thank you and we look forward to hearing back from you.

 

******* *******
Customer Support Supervisor
2620 Commerce Way
Vista, CA 92081
**************************
Office: 800-822-7933, ext ****
Fax: 800-479-8324

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Polaris 9300 from the ********* **** supply in ******** Texas in June of 2010. The product came with a two year warranty. Since April the pool cleaner has been in and out of the pool place. I dropped of the cleaner on the 4th of June for the latest problem. The manager called and informed the cable would have to replaced. They would ship a replacement cable on the 17th of June. I went to pool place on the 24th to check the status of the repair, the manager informed me that they were still waiting on the cable.I called the warranty number and basically asked what the hold up was. The stated that they were on back order and the cable would be shipped soon. I asked for a loaner cleaner while they took their sweet time fixing mine. They said no. I asked to speak to the supervisor, they placed me on hold and when the he came back he informed me that the supervisor told me that I would just have to wait. I again asked to speak to the supervisor he transferred me to his voicemail.The issue is, the warranty is not worth the paper it is written on. Making customers wait such a long time to fix the product is purely unprofessional. This is particularly bothersome when you consider I chose thier product because of the warranty. The unwillings of the supervisor to come to the phone, certifies Polaris as the worst customer service I have ever recieved. Please make this company stand up to the warranty (in a reasonable time period). I would like a loaner cleaner while they take their sweet time fixing thier product.

Desired Settlement: Since they will not honor their waranty, I do not want to continue business with them. Please have them refund my 1,200 dollars. Thank you

Business Response: I have spoken to Mr. ****** ***** in regards to his unit failures, I offered Mr. ***** a replacement unit of which he accepted. His order # is *******. Issue resolved on our end.   ******* *******Customer Support Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with Zodiac since 5/30/12 on an issue with a Jandy 1400 Salt Water Chlorine Generator that hasn't worked for us since early in April. We replaced an older model salt cell with one of their new ones at a cost of over $600 after seeing some confusing codes being displayed. It was the only thing we could figure out to do, as their codes are cryptic. After we replaced the whole thing and re-plumbed our system (at additional cost = $50), we got a different code. I've been in contact with the company via phone and email too many times to count since then, as no one there seems to know what the codes are either. In the meantime, our pool has developed white water mold as a result of the low amounts of chlorine. We have spent well over $500 in trying to get rid of this biofilm and still can't. We have also done damage to our pool liner in the process. Zodiac did send a replacement DC cord, which they say is the problem, but I have installed it and we still have the codes. I've been on hold with them for 30+minutes today once and they told me the brand new cell was dirty, and that's why I'm getting the cryptic code that I was getting before when the cell was 1 hour old. I checked the cell, it is sparkling. I am now on hold with them again for the 2nd time today - only 23 minutes in. This is the most unhelpful customer service I have ever experienced. I have asked them if there is a back board or front board issue several times and they've ignored it - "no, it's just the cord"; "no, it's a dirty cell." They have cost us so much time and money at this point, I'm at a loss.

Desired Settlement: I would like replacement of any part of the generator that is necessary to make this thing work. Since I have gone to such great expense at this point, I think they owe us that. I would like a new control panel if necessary. Honestly, I would like to speak to someone who can just help us through this. We've lost an incredible amount of time and energy on this. Not to mention that every day this doesn't work, it costs us more in chemicals.

Business Response: Mrs. *******,    Today my technician **** contacted you regarding the BBB complaint, it has been determined that the reason for your code issues is because you have a chlorimatic and Aquapure system that do not communicate with each other, my technician provided you with the option to purchase a new system that can communicate with the AquaPure. My technician also provide direct contact information for future assistance as well as retailers in the area. Should you need further assistance please contact us direct at 800-822-7933, thank you. ******* ******* Customer Support Supervisor2620 Commerce WayVista, CA 92081 ***************@zodiac.comOffice: 800-822-7933, ext **** Fax: 800-479-8324

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a pool built last year (completed 8/29/11) using a Zodiac brand in-floor cleaning system. Within 8 days of the pool being completed, we began to have issues with the in-floor heads getting "stuck" in the up position. These heads did not rotate around and thus did not clean the pool effectively. We started by calling our pool builder (***** ******/********* *****), who, after failing to fix the problem himself, referred us to ***** ******, Zodiac's representative and an authorized service company, ****** **** ****. I know Mr. ****** has been out to look at our pool on at least two occasions; ****** **** **** has been out seven times. We continue to have problems with heads sticking. And more recently, we have consistently had issues with the system not rotating from station to station. This has been "repaired" on numerous occasions, and each time the system seems to work fine for several days before malfunctioning again. Yesterday ****** **** **** came to fix the problem, and when I turned it on later that day, there were five heads stuck in the "up" position. The bottom line is this: despite our pool builder, Zodiac's representative (Mr. ******) and an authorized service company coming numerous times to fix our pool, it still has yet to work properly. We continue to have the same problems we've been having since eight days after the pool was completed. I have contacted the company and their solution was to send a new set of in-floor heads. I have replaced numerous heads with these new ones and they are still failing. I feel like no one has made the correct "diagnosis" and therefore have been unable to properly fix the pool. In my opinion we were sold a "lemon" considering these problems have occurred from day one and continue to be an issue despite numerous attempts to fix them.

Desired Settlement: I would like a different representative and service company to come correctly diagnose and fix the problems we've been having. I would also like a new warranty to be issued starting on the day it is repaired.

Business Response: We have discussed the issue relating to the in-floor system with Mr. ******, and have determined what component is needed to repair the in-floor system. A representative of Zodiac will contacting Mr. ****** to set up an appointment to repair his system. Our limited warranty states that the cleaning heads have a lifetime warranty for as long as the original pool owner owns the pool. In addition, the Ultraflex2 housing carries a 3 year waranty. All other components carry a one year limited warranty.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On March 26, 2012 I purchased a X7 (ZODX7) - Baracuda X7 Quattro Pool Cleaner from **** ***** online store. Around May 1st 2012 the pool cleaner stopped working. I took it to two pool stores and they couldn't find anything wrong with it. I then contacted **** ***** and they advised me to contact Zodiac Pool Systems directly which I did on 21 May 2012. I spoke with **** ******** and he advised me to send a copy of my receipt via email which I did on the 21st of May. Then began a back and forth email exchange in which Mr. ******** advised me that he contacted both stores that I took the pool cleaner two and verified there wasn't anything wrong. Then he advised me to open a valve to my pool which should correct the problem. A couldn't get it open so I called my pool technician out to help me. He is the owner of one of the stores Mr. ******** contacted. My pool technician took one look at the pool cleaner and said "I don't even sell these because they are problematic". He then opened the valve and for a short time, it worked. However, now it is intermittent. On May 25th, Mr. ******** told me he would have one of their technicians in the area has come look at it. After emailing him twice, I have not been contacted by anyone to get this situation resolved. I would like a refund on this item, so I can purchase an item that actually works. Thank You

Desired Settlement: I would like a refund to purchase another pool cleaner as I have been advised by my pool technician that this product is known to be defective and yet, it is still being sold.

Business Response:

Mrs. *******,

         I am deeply sorry that your experiencing issues with your X7 pool cleaner. I have reviewed your statement and see that you are seeking a refund, unfortunately I am unable to provide you with a refund as the unit was not directly purchased from us. What I can offer is an exchange for a G3 or  T5 in order to get you a comparable unit that works. We look forward to your decision. should you have any questions you can contact me direct at 800-822-7933 ext ****.

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I called the number and extension provided to arrange an exchange, and got an out of office until June 20th message.  I will attempt to call again on the 20th.  Until then, I'd like to leave this complaint open.

Regards,

**** *******

Business Response: Today I spoke directly to **** ******* in regards to her issues with the X7. I have offered a replacement and Mrs. ******* has accepted a G3. I will be placing a new order today. Issue has been resolved.  ******* *******Customer Support Supervisor2620 Commerce WayVista, CA 92081***************@zodiac.comOffice: 800-822-7933, ext ****Fax: 800-479-8324   

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a AuquaPure Electronic Salt Water Chlorinator, 03/2012, for $889.99. Chlorinator unit is defective and will not produce chlorine. Spoke with Zodiac tech service and customer service many times and cannot get relief for non-operating chlorine unit. Chlorine unit is under warranty, but Zodiac seems not interested in honoring the warranty. Spoke with manager, *******, as recently as 05/04/2012. ******* seemed uninterested in correcting my problem, a $900 chlorine generator that does not produce chlorine.

Desired Settlement: I have asked Zodiac Pool Systems, Inc. to replace their inoperative unit. Specifically, I ask *******, on 05/04/2012, to replace the unit. My request was denied.

Business Response: Zodiac arranged for an independent service company to inspect and repair Mr. *****'s salt system. The service company visited his home today, Friday June 8, 2012, and repaired the sensor on his salt system. His equipment is operational, and has been completed to Mr. *****'s satisfaction per our conversation with him today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2012 Problems with Product/Service | Complaint Details Unavailable
6/11/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a ******* *** ***** *** pool cleaner on April 12, 2010. It has a 1 year warranty with Polaris. Towards the end of March 2010 we started having problems where the cleaner wouldn't move, or it would move and take a nose dive, or it would move and then just lay on its side. We called Polaris and received a repair ticket number of *******. They directed us to two different companies that do warranty repair work for Polaris. The first company we called refused to repair the unit because we had not bought it from them. The next company, ***** *****, has been trying to fix the unit for close to 3 weeks now andsays that there is nothing more they can do. They cleaned out the jets, replaced the backup valve, checked the drive train and everything on the inside of the machine and can't repair it. Our booster pump has been checked and it is working fine. In the mean time we have gone for close to 3 weeks without a working pool cleaner and it is reaking havoc on our pool filter. We have had to replace grids in the filter and backwash much more. We just want a working cleaner like what we purchased and what was warrantied by Polaris and we cannot wait any longer.

Desired Settlement: We would like a replacement pool cleaner. If we can't get a replacement soon, we will also need $400 for pool repairs and extra chemical that we have had to pay for due to the cleaner not being repaired in a timely manner when it was under warranty.

Business Response:

Hi ****

We have no record of the BBB complaint (***** ********, to whom the letter was addressed, has not been with us since mid-2008), however, we do have record of speaking to the consumer about her *** not moving, we contacted a dealer on her behalf and spoke to a technician who would service the unit. ***** indicated that she would take the unit to the dealer for repair.

Thank you.

 

***** ********

Director of Customer Operations

Zodiac Pool Systems, Inc. 

2620 Commerce Way

Vista, CA 92081

office: (800) 822-7933, ext ****

fax: (760) 477-6017

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

6/11/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am unable to reach the company to resolve this issue. I sat on hold for 40 minutes today and my call was never answered. The salt cell on my pool, which was still under warranty, stopped producing chlorine. After multiple calls and faxes the company finally sent me a replacement part. They did not tell me when I called them that I needed to return the part that was being replaced. When I received the box in the mail, I left it on the back porch for the pool repair man because I was working. I never opened the box. I noticed the box was still on the porch about a week ago. I went to throw the part away and noticed a letter in the box stating the old part needed to be returned within 30 days or I would be billed for the replacement part. The letter also stated there was a UPS return tag. I did not have a return tag in the box. I have tried to call the company to find out how to get the old part back to them, but cannot get through on the phone. I am now past my 30 days and am going to be billed for the part. I feel that the customer service person who told me they would be sending me a new part should have made me aware of the fact that the part needed to be returned or I would have to pay for the new one. I cannot afford to pay for the part. I still have the old part and am willing to ship it back to the company.

Desired Settlement: I want to return the old part and to not be billed for the replacement part that was under warranty. If they are unwilling to do this I will return the new part they sent and just not use the salt system. I cannot afford to pay for a new salt system at this time.

Business Response:

Hi ****

We have no record of the BBB complaint. In the complaint, the customer requested to not be billed for a part they did not return. We do know that the customer was never billed. 

Thank you.

 

***** ********

Director of Customer Operations

Zodiac Pool Systems, Inc. 

2620 Commerce Way

Vista, CA 92081

office: (800) 822-7933, ext ****

fax: (760) 477-6017

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

6/11/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 31st, ***** from the warranty dept at **** **** *** *** left a message for ******* ***** from Zodiac/Polaris Pool Care System regarding ordering a rebuilt kit of a 5-port part for my pool. On Wed. Aug. 5th. I went down to **** **** *** *** and spoke with ****** in the warranty dept. and she stated that ******* had not returned their call so she called again and left another message. Then she gave me the number and I called him as well. On Monday the 10th of Aug. ***** called my wife to tell her that ******* had called and stated the he was drop shipping the item to my house that day and I should have it in a few days by (Wed. or Thurs). Therefore, ***** scheduled a Technician by the name of ***** ******* to come too my house on Friday 14th to install the product, but we never received it. So I called ***** and she gave me ******* *****'s number. When I called an employee by the name of ***** answered the phone. I gave him the UPS# ****** and when he looked it up, he told me that this REBULIT KIT was still sitting in their WAREHOUSE. I was furious, what kind of customer service is that? Waiting 13 business days for a part just to come from Southern California to Northern California. This part keeps my pool clean, so you can just imagine how my pool is looking now. ***** promised me that my kit will be sent out today Aug.14 and that I should have it by Monday or Tuesday. The technician from **** is scheduled to come out Wed. Aug. 19th. This complaint is directly towards ******* *****, Zodiac/Polaris Pool Care System and **** **** *** *** in Ripon, CA. for having dealings with such unreliable and undependable associates. I seriously hope that the BETTER BUSINESS BUREAU can make a difference on how these companies handles their customer service skills. I am totally disappointed. I will never recommend anyone to purchase a pool from **** **** *** *** unless they find a more customer service oriented company who truly cares about their business.

Desired Settlement: Once the product is installed, Zodiac/Polaris Pool Care System pays **** **** *** *** to service my pool since I've been unable to clean it due to this terrible service. My pool is only 4 years new and this part breaks down on me. I only hope that this rebuilt lasts longer than the original one.

Business Response:

We have no record of the BBB complaint, however, our system indicates that the necessary part was shipped to the customer.

Thank you.

***** ********

Director of Customer Operations

Zodiac Pool Systems, Inc. 

2620 Commerce Way

Vista, CA 92081

office: (800) 822-7933, ext ****

fax: (760) 477-6017

BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe. The complainant did not acknowledged acceptance to BBB.

4/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In about April 2011, I purchased an automatic pool cleaner which also had a 70.00 rebate. Polaris says on it's automated website that not all paperwork was included. I filled out all paperwork that was included in the package. Despite several attempts, Polaris refuses to honor it's advertising that states "product includes a 70.00 rebate"

Desired Settlement: I want the 70.00 rebate.

Business Response:

Mr. ******,

                I received your letter yesterday regarding the above claim. Please note that I have submitted a request to have this rebate processed and a new Visa card will be mailed out between 1-2 weeks. Also note that **** ******** is no longer with our company and any complaints should be sent to Scott.Ferguson@zodiac .com. Thank you for your time, please let me know if you have any questions.

 

 

******* *******Customer Support Supervisor
Zodiac Pool Systems, Inc.
2620 Commerce Way
Vista, CA 92081
***************@zodiac.com
Office: 800-822-7933, ext ****
Fax: 800-479-8324

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****


BBB's Final Determination: Business resolved the complaint issues, but not within BBB's timeframe

3/23/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase a Zodiac pool cleaner from Leslies Pool supplies over a year ago.1) Original unti ran for 6 months then broke down. I returned it to Leslies for warranty repair. After 6 weeks of waiting for parts I finally demanded a complete replacement and one was provided.2) 4 months later the replacement cleaner broke down and I took it back to Leslies for same repair. Leslies contacted Zodiak and they then in turn contacted me directly and asked to deal with me directly. They offered another complete replacement and would ship it to us immediately. Almost 3 weeks later I have heard nothing. I conacted them and they said they had a replacement unit for me ready to ship, but are currentlyunable to ship it. I have compained that they are failing to honor the warranty and they still refuse to ship it.Now $500 out of pocket, and no working pool cleaner as they refuse to ship a replacment.

Desired Settlement: Either a full refund of retail price or a replacement to be sent immediatly.

Business Response:

Mr. ******,

   I am truly sorry for the inconvenience you have experienced it is our task to ensure that we are able to provide the best service possible. I have rushed the order and as of 03-22-12 the order # ******* has shipped on the following tracking number ******************. We hope that this meets your needs and we apologize for the inconvenience.

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me, contingent on receipt of the goods.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I would respectfully request that the business provide me with the shippers details so I can track this item online.

Thank you for your help with this matter.

Regards,

****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/6/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Zodiac product (Polaris 3900) on 7/7/2011 that was $899.99 with a $200 rebate that was to be mailed to us. We have not recieved the rebate yet, spent in excess of $50 providing documentation and numerous hours of our personal time pursuing our rebate. The following is a timeline:-7/7/11 Bought Polaris 3900 for 899.99 with a $200 Rebate. Serial #***********-Shipped Polaris within 30 days (Cost $50) + documentation-September Call to check on it and they sent me to a website-Worked on website for several days, could not find my information. I called back and someone said they would call back.-Nobody called back-I called again they verified I was not on the website said they would call back.-Nobody called back-October I called again and got ***** with Rebate Systems who assigned me claim #******* -Said to fax in receipt again they had lost it -Faxed receipt in-November I called again they said there was no reason it shouldnt have shipped should be on its way, it can take time.-January I called again said someone will call me back no call back.-Jan-Feb called again Rebate companies have changed they dont have our information anymore... -45 minutes later (on hold) they still have no record of us need the serialnumber -Takes us a few days and countless hours but we find the serial number -Call back they find us say we have never sent the receipt we explain we have sent it twice say send it again-Feb 8th 5:32 pm fax in receipt again (Third time) -few days later call in to see if we are good to go said someone will call back -Nobody called back Called again left message -Called again on Feb 17th they said to scan and email all the documentation I have sent plus a timeline. I left work and did all of this. 2 hrs later a guy calls and says he needs me to send it to him. I explain im back at work he says it will be another week.

Desired Settlement: I would like my $200 rebate, plus the $50 spent, plus $150 to compensate for my time, faxes, calls, cell minutes on hold, and frustration - $400 total.Thank you.

Business Response:

Mr. ********,

Our records indicate that this matter has been resolved in our dealing with ***** ********. A check was mailed out to ***** ******** on 02-15-12 through our processing center and should be arriving any day now. Should your wife not receive the check, please have her contact us immediately, her claim number is ****. Thank you for time, we hope this meets your needs

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A debit card was issued for a rebate in the amount of $100 for a Polaris 9300 pool cleaner. This card had a 3 month expiration date which was disclosed in fine print on the rebate form. I forgot about the card and it expired. I contacted Zodiac about a replacement card since we had not used any of the rebate money. Their records quickly showed the original card had not been used, but they refused to issue another card until I asked to speak with a supervisor. Then, I was offered another rebate card in a lesser amount of $50. I took this offer rather than receive $0. My complaint is with the short expiration date on the original card, and their refusal to issue another card in the full amount. A rebate should not have such a short expiration date. This company could well afford to treat customers in a more decent manner. I want my full rebate!

Desired Settlement: Full rebate-$50 moreNo more short expiration dates on rebate cards

Business Response:

Mr. ********,

As we completely understand your frustration, our Visa cards do infact hold a 90 day expiration that is listed on the rebate form, carrier and the card itself. As an accomodation to you we have re-issued a second card in the amount of $50.00, we hope that this meets your needs and look forward to future business. Thank you.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The practice of issuing rebates with 90 day expiration dates is the issue that seems to elude this business.  This practice needs to be discontinued for future customers.  I am completely discouraged from any more business transactions with this company and will discourage other pool owners as well.   l am  not be satisfied with the half rebate issued to me.   

Regards,

**** ********

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/8/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product (Zodiac Baracuda T5 duo) does not work. ******** **** ******* called them over 4 times and received negative results. Reluctantly Zodiac sent a replacement part to see if that would help (they wanted to charge us even though we had just bought it one week prior). They sent the wrong part and then three weeks later the correct part arrived. The new part replacement on the NEW pool sweep did not help. It is a faulty product and should be pulled from the market. We have a five 1/2 year old Kreepy (same cleaning concept but this one works) held together with duct tape and it works better than this one. The company refuses to refund our money and wants to charge to have someone come out and take a look at it.

Desired Settlement: We would like a full refund.

Business Response:

I've sent an e-mail to the ****** the opportunity to speak to them further about the issue they are having. I trust that we'll be able to find a mutually acceptable solution to the problem they're experiencing.

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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